How to create a ticket within the 3t Digital - Help Centre
Raising Issues & Requests - Help Guide
This document outlines the process for reporting bugs and submitting requests for 3t Digital products. It covers how to use the portals, the necessary information to include, and the expected timescales for addressing issues and requests.
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Contents
3t Digital Help Desk
At 3t Digital, we are dedicated to providing exceptional support for our software solutions and e-learning services. Our Help Desk is your go-to resource for assistance, whether you're experiencing technical issues, have questions about our products, or need guidance on using our services.
Please click on the 3t Digital Help Desk link below to see our Help Desk
How to Contact Our Customer Support Team:
Contact Us
Send an email detailing your issue or query to our support team. Be sure to include as much information as possible to help us assist you more efficiently.
Raise a Ticket
Log in to our support portal to submit a ticket. You can track the status of your ticket and communicate directly with our support team through this platform.
How to Raise A Ticket
Step 1 - Open the 3t Digital Help Desk portal using the above link
Step 2 - Select “Digital - Customer Support” under the Featured portals section
Step 3 - Select the Support Type that most suits the request your are raising
Step 4 - Populate all fields with as much information as possible and click send
Support Ticket Type
If tickets are not raised correctly, there may be a delay in dealing with your request or the ticket may be closed due to lack of information.
Please click on the Ticket Type below for more information on raising this type of ticket:
Ticket Type | Definition | Who can raise? | 3t Digital Team - Responsible |
|---|---|---|---|
A user has found an error, flaw or fault that is causing the system to produce an incorrect or unexpected result. | All users | Customer Support | |
A user has a general query regarding the Software Solution or E-Learn they are using | All users | Customer Support | |
Request assitance from the Customer Support for certain tasks that would usally be completed by the client | All users | Customer Support |
Managing Duplicate Jira Tickets
Occasionally, multiple users within the same organisation may encounter the same issue with 3t Digital products and submit separate Jira tickets. These users might belong to different departments or divisions and may not be aware of the other tickets.
In such cases, the duplicate tickets will be closed and linked to the original ticket. All relevant users will be added as requested participants to the original ticket to ensure they receive all necessary notifications.
Escalation of Customer Support Tickets
If your ticket is not being updated or resolved promptly, or if the reported issue remains unresolved, please add a note to your ticket requesting escalation to the Customer Excellence Manager for further investigation.