Zendesk is the platform that we use to manage all the support requests coming from clients.
Please note that if your issue is marked as solved, and your issue is unrelated, please send through another issue, as it will help us see how efficient our support team is.
If your issues has multiple parts, please send them as separate issues as it will help our team get your issues out to multiple people and have your issues solved more effectively.
Please log your issues during 9am-5pm AEST on Monday - Thursdays and during 9am-4pm AEST on Fridays.
You should have now received a log in to the platform, which, when you log in, looks like this:
Next to your username, you can see a drop down menu. This menu is in relation to your profile.
This shows all the tickets you have logged and have been CC’d in. It shows the ticket status, date it was created, and the date it was last updated. You are also able to search for specific tickets.
Clicking on one of the links will show you the full ticket with important information regarding Requester, Assigned to and Status.
My Profile: Leads to your profile page where you can edit your information.
Change password: Allows you to change the password you log into the platform with.
Sign out: Signs you out of the system
Logging a Support Ticket
To log an issue with our support team, click the Submit a request button next to your profile.
This will lead you to the necessary fields to put the request through to our team.
Subject: A short, clear description of your issue
Description: Type in the steps required to replicate the issue and how you identified it, when it started, how long it’s been happening and if possible, any screenshots and a URL link to the area of the LMS the issue is happening in. So we can respond to your request as quickly as possible, please include your contact details so we can contact you outside of Zendesk.
LMS URL: The URL link to your LMS
Browser Type and Version: You can find this by going to https://www.whatismybrowser.com
Attachments: Any attachments you think will help your issue
Submit: Click this to send your issue to our team.