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How to use our ticketing system

Our flexible ticketing system can be found within the Support Hub. It is designed to provide you with a consistent means of collaborating with our team and tracking numerous workstreams.

One of the main benefits of the ticketing system is its 24/7 availability. You will be able to access information when you need it, from any device. You won’t have to wait until the morning to contact the Customer Success team in order to log an issue or get an update on a current ticket.

Helpdesk

Helpdesk is the place for you to post problems or questions relating to your live software.

Follow the four simple steps below to create a ticket:

  1. Select 'Post something new' at the bottom of the page;
  2. Add a title and provide a description of the problem. Additionally, you can also attach files such as screenshots if required;
  3. Next, select the priority of the ticket to either ‘Normal’ or ‘Urgent’;
  4. Finally, click ‘Save’ at the bottom of the page to finish logging your ticket.
Adding_a_helpdesk_ticket.png

If you have any follow up questions regarding a closed ticket, simply click ‘Post something new’ at the bottom of the page.

Live Updates

One of the great features that our Cello ticketing system offers is that all the ticket updates are live! This means that when viewing the ticket you have submitted, the status will always be showing you the most recent update.

It is important to note that the content within the progress update tells you the relevant information, not the date that the update was posted.

An example of how our progress updates work:

  • In the photo below, the progress update was given on December 5th and informed you that you will have feedback on December 10th, 2019.
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  • As the days progress, the ticket will still inform you of the expected date that a response to the ticket will be given. As you can see, the progress update was posted a day ago, and still shows the same expected response date.
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  • The progress update will show the expected response date in the ticket until the day prior to the response. It will then tell you that the response will be ‘tomorrow’. As shown in the screenshot below, the progress update was posted 4 days ago on December 5th. As it is December 9th, the ticket is expecting to be responded to tomorrow, on December 10th. This shows that when viewing the update on the ticket, the content of the ticket is important, not the date that the update was posted.
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  • On the day when the response is expected to be given, the update will inform you that the request will hopefully be tackled ‘by the close of business today’. In the ticket above, it was posted 5 days ago, on December 5th. In this example, it means that the day of response was December 10th as expected.
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  • If the issue requires further follow up tasks, then this will be reflected in the content of the ticket.
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The Customer Success team are on hand to provide the most accurate updates on your tickets as possible, leaving you safe in the knowledge that your request is being resolved efficiently and promptly.

Feedback

We would love to hear your comments about Enable and how it could be improved. Send us your thoughts via the feedback backlog.

Follow the three simple steps below to create a ticket:

  1. Select 'Post something new' at the bottom of the page;
  2. Add a title and provide a description of your observation. Additionally, you can also attach files such as screenshots if required;
  3. Finally, click ‘Save’ at the bottom of the page to finish logging your ticket.
Adding_a_feedback_ticket.png

Feedback tickets are reviewed by our Product team who will keep you in the loop of any resulting product improvements.

UAT

The UAT backlog is the place to raise any questions or issues related to the latest version of your software that we have delivered to you for User Acceptance Testing.

To raise a UAT ticket, simply follow the same procedure as raising a Helpdesk ticket but in the UAT backlog.

Clarifications

Clarifications are raised by members of our team during the course of the projects we are undertaking for you. Through the clarifications backlog, you can view and respond to these clarifications.

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