How to raise a support ticket
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How to raise a support ticket
Submitting a support ticket is an effective way to reach out to our dedicated Customer Support Team for assistance with any questions or concerns you may have. By doing so, you enable our Team to thoroughly investigate your issue and provide a solution. Tickets are not just for raising an issue, you can ask a question or request support with a large project you may be undertaking.
When you raise a ticket, it allows our Customer Support Team to take a closer look at the situation, ensuring that they fully understand the details before offering a resolution. In some cases, the team may request a phone call to provide you with a faster, more detailed explanation and ensure that your query is resolved as efficiently as possible.
Platform support ticket types
Here is a list of Ticket types that can be raised within the Support Portal
Platform Knowledge | Use this ticket type when you’re looking to understand how something works within the platform. This could include questions about features, functionality, or best practice approaches! |
Platform Assistance | Use this when you need a helping hand to complete a task within your platform. |
System Health | Use this to report concerns about the overall performance or availability of your platform. |
Fault | Use this when something isn’t working as expected. |
Supplier Evaluation and Compliance Queries | Use this for questions relating to our policies, security, data protection, or supplier compliance requirements. |
How do I find the Support Portal?
You’ll find the Support Portal in the Help icon in the top right-hand corner of the platform, or via our website
How do I raise a ticket?
When you click on the 'Support Portal' option, it will take you to your Ticket Portal. If this is your first time raising a ticket with us, you’ll be prompted to register for a new account.
To raise a new ticket, click the ‘Create a Support Ticket’ link at the bottom of the page
Complete the form with the details of your request
There are 5 Ticket Types available to select. Using the ‘Ticket Type’ Grid (above) outlining each type, select the correct Ticket Type you wish to raise.
When selecting your Ticket Type, additional options will be available to select. For example, within the ‘Platform Bugs & Performance Issues’ option, you will see there are additional options to select from
Select the ticket option that best suits the issue you are experiencing.
What should I include in a new ticket?
Please note
We suggest raising a new ticket per issue/question to prevent any confusion when our team come to answer your query.
It is really important that you provide our Team with as much information as possible about your issue or question
As mentioned previously, depending on which ticket option you have selected, the questions in the form may vary
The form will begin by asking for whom the ticket is being raised for. Normally, this will auto-populate with your email address; however, if you are raising this on behalf of someone else, you can add the name and email address of the person in this field
Our Support Team love an ID, this helps them navigate directly to the issue within the Platform easily and helps the Team Support answer your Query as quickly as possible, any ID whether it be Workflow ID, User ID, Account ID and so on can be added into the “Supporting ID's / Platform URL” option
To get the ID of a Course, Award, User, etc., you can add a new column to the corresponding DataGrid for 'ID'. Alternatively, if you right-click on the record, the ID will show in the details section.
The Summary of Issue text box should include a concise explanation of the issue, e.g. "Forgotten Password", or "Report not showing correct fields". This will allow members of the Support Team to differentiate between separate issues and generally helps prevent any confusion when keeping track of tickets.
The Ticket Description field should be used to convey the issue in enough detail for the Support Team to understand it and ultimately surmise the best possible way of resolving it. For example, If you have come across an error message, please provide the steps you took before the error appeared.
Once you are happy with the form, press the ‘Submit’ button
You can access all your organisation’s tickets, including your own, from https://www.accessplanit.com/tickets-view
How will I be alerted to any ticket changes?
Once a ticket is open, you will receive status communications from the Team via your Portal and via Email.
These communications contain a link to your ticket and you can reply using this email link. You can also view all open tickets for your organisation once you are logged into the Jira portal under ‘Requests’ in the top right-hand corner.
How are tickets prioritised?
When a ticket is logged, the Support Team will evaluate the issue or question, and then prioritise it using a set of guidelines:
Priority 4
A Priority 4 ticket is classed as a knowledge share. We use this priority when there is nothing wrong with the functionality of the Platform and is used for passing on knowledge or helpful tips on how to utilise the Platform better. Knowledge share tickets are often followed up with a link to the Helpguide.
No developer intervention is required with Priority 4 tickets and there are no changes to the platform code.
Target Resolution Time: Our Customer Support Team aim to respond to your query within 2 hours
Priority 3
Priority 3 classification acknowledges that something needs to be altered or fixed on the platform. Once the investigation has been carried out by a developer, the fix will be included in the next viable platform build. You will be informed by the Support Team when this has gone ahead
Not all Priority 3 Tickets will require developer input. In such cases, the developer investigating the issue will make the relevant changes or advise the Helpdesk on the action required.
Target Resolution Time: The Customer Support Team will provide a first response within 2 hours, any investigation, bug fixes or platform changes may take a little longer
Priority 2
A Priority 2 ticket is classed as:
"The problem causes the Software to fail to operate substantially, in accordance with the Specification and whilst not halting or substantially impairing the Customer's business activities, causes them to be significantly slower or causes substantial inconvenience."
In some cases, the issue may impact the day-to-day operations of your business as above. However, if we can provide an alternative solution to the issue, we will change the ticket to a Priority 3. This allows the fix to be carried out within accessplanit's natural build cycle.
Below are some examples of the main points we look for when logging a 'P2':
No bookings can be made internally or through either the Shopping Basket or Checkout Basket.
No courses can be created/updated.
Communications are not sending or are being duplicated in mass.
Finance figures are incorrect (discounts/price schemes/booking costs).
Before a ticket is classified as a Priority 2, it will be reviewed by the Support Team member who is assigned to the ticket as well as a member of the Support Management Team.
Target Resolution Time: First response to be provided within 2 hours, Issue to be resolved within 2 working days of ticket creation.
Priority 1
This priority is used for instances in which the Platform cannot be accessed at all and no work can be completed, or if the platform is extremely slow and is impacting your ability to carry out any work. This is accessplanit's highest priority
Target Resolution Time: First response and Issue to be resolved within 4 working hours of ticket creation.
Please Note!
The above information is not definitive. In unique circumstances we may not follow the guidelines on the classification of tickets. There will always be a reason for this and this will be communicated.
What happens when a ticket is 'Resolved'?
When a resolution has been reached and confirmed by all parties, the ticket will be marked as 'resolved'.
You can either resolve the ticket yourself or let one of the Support Team know you are happy for the ticket to be closed and we will do this for you.
You will then receive an email asking for a satisfaction rating out of 5 stars, as well as any feedback on the resolution provided - Any messages you send after this will re-open the ticket, and put it back in the status of 'With Support'.
FAQ’s
How are separate tickets differentiated?
Each ticket has its own unique reference, which can be seen when viewing the ticket
Can I resolve my own ticket?
Yes, you can resolve your own ticket once you are satisfied that your query has been answered, by selecting the ‘Mark as closed’ option:
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