Table of Contents
This document provides a very brief overview of how to raise a ticket, how to view raised tickets and add comments.
The Help Center
To access the Help Centre you can follow either of these URL’s
You will arrive at the Help Centre:
The Help Centre will be built over time to contain knowledge documents to assist you with frequently asked questions, industry help and guidance and general information.
You can type a query into the search bar and associated documents will be suggested for you.
NB: The Help Centre is still in its infancy at present, documents will be added and the knowledge base built continually so if the help you need is not there currently, please raise a ticket.
The Help Centre also has a forum where suggestions can be made for knowledge documents.
Click ‘Join the conversation' to take you to the forum.
NB: Please do not use the forum to raise tickets, the forum is not continually monitored, always raise a ticket via the 'Submit a Request' function, detailed below, to ensure that your query is dealt with.
To make a suggestion click ‘New post’
Complete the form and click submit.
You will automatically follow any posts you make. You can view all posts that you make in the ‘Contributions’ tab and all posts you follow under the ‘Following’ tab in the 'My activities' in your profile.
NB: Your post will be viewable by anyone who visits the Forum so please do not include any information that could breech data protection regulations. Amber Support will review all posts and remove anything that may breach GDPR (General Data Protection Regulation).
Creating a profile
You may already be a registered user; in which case you can sign in (if you are not already) to view your tickets – See Viewing Tickets
To create a profile, click 'Sign in':
Then click 'Sign up'
Complete the details and click 'Sign up'
You will then receive a welcome email asking you to click a verification link and set a password
Once you have clicked the link and set the password you will be redirected to the Help Centre and automatically signed in.
Creating a ticket
On the front page of the Zendesk Help Centre:
Click ‘Submit request’
Please complete the request form as fully as possible and click 'Submit'.
You will receive notification by email that your ticket has been successfully received
NB: If you are not a registered user and try to raise a ticket, the following warning will show:
NB: The ticket will not be sent to the support team until you verify your email address and create a password.
Within the email you receive you will be asked to click the link and create a password.
Once you have created a password you will receive a confirmation email that your ticket has been received by the support team.
Viewing your tickets
You can view all your tickets, see progress, add comments and resolve if required.
Sign in and click the drop down next to your username and click ‘My activities’
You will be shown a list of all your requests (tickets):
To open a ticket, click on the subject line
You can view the status, the last time the ticket was worked on and all the conversations that have taken place within this ticket. To add comments, click ‘add to Conversation’
Enter your comments and click 'Submit'
The bar at the top of the screen will notify you that the ticket has been successfully update
A new ticket will show the status of ‘open’.
An overview of statuses with a description:
- Open – New
- Pending – Awaiting a response from an End User
- On-Hold – Awaiting a response from a third party i.e. a supplier or internal department
- Solved – Ticket is closed
When a ticket has been resolved but you want to reopen, simply click into ‘Add to conversation’ and add comments, this will reopen the ticket.
NB: There is no requirement to reply to a solved ticket to provide feedback on the service. Please use the Customer Satisfaction Survey that will be automatically sent out 48hrs after the query is closed.
Please click either Good or Bad and this rating is saved against the ticket. These ratings allow us to refine and improve our services to customers so please be honest when rating.