How do I request support?

Logging Support

All signed-in users can submit support tickets, track their progress, view helpful articles and user guides all in one place.

Users can view tickets they’ve submitted as well as view other tickets made by users within their organisation (Note: this can be configured for each user).

How to Create a Ticket

1. Create a new request by clicking on Submit a request in the top right hand corner

2. Categorise your ticket with the predefined topics provided:

"I would like to…" = What kind of request you are making

• Ask a Question
• Report an Issue
• Make a Request
• Suggest a Feature
• Other

"Please tell us what your query is about" = Identify which product area your query relates to

• Reporting Portal Error
• Reporting Portal Settings
• Reporting Portal Question
• New User Creation
• User Management
• Survey Mail-out or Extract
• Survey Settings
• Survey Data
• In-situ Tablet
• Other

3. The Description section asks for more details regarding your request. All information that allows us to address your request is useful to include here. E.g. User account detail, error messages, date and filter contexts.

 4. Please indicate the Time-sensitivity of your request:

• Normal = Business as usual request, not urgent
• High = Something requiring a faster support response 

5. Upload any attachments (screenshots, images, documents, emails) which might be relevant and are appropriate to share with us.

 6. Click Submit to send us your request