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Why raise a ticket via the Help Center?

Support queries will now be logged by your designated System Administrator through the Support Ticket System, Zendesk.

Using the ticket system, your System Administrator will have complete visibility including an update on progress and accessible audit trails of past support requests.

This gives you unparalleled control and traceability over support issues, both past and present.

Please note, in the first instance, please forward all requests to your internal System Administrators, as they have been trained to resolve minor issues/requests i.e. setting up User rights, adding new users, adding sites, configuration, etc.

Clients are also required to review support documentation and self help guides first, which are available on the Oneserve Help Centre here.

Raising a call with Oneserve Helpdesk

Step 1: Log into the customer portal and raise a new issue/request.

Step 2: Once a request has been made, you will be issued with a unique ticket number via the automated email service.

Step 3: Oneserve monitors all incoming requests which are reviewed & prioritised by our dedicated support team. The request is then assigned an SLA priority in accordance with the severity of the problem.

Step 4: You will be notified of the priority via email.

Step 5: Update/changes to the ticket will be communicated automatically via email.
For more information on using the portal please see read the support article here. 

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