Helpdesk 101
Getting started with our helpdesk software
Can I use email to reply to a ticket?
Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ...
Education Accounts
If you require an Education login to allow you or a pupil to log in to an education desktop or laptop device, please create a Service-Now request here:https://acc.service-now.com/sp?id=sc_cat_item&sys_id=cfed4c67dbd0320003f2f70dbf961932These accounts are created and supported by Corporate IT
Help us improve this service
We hope you find this service useful, please help us make it better!If you've seen something that could be improved, or something we've forgotten either in the Knowledge Base or in our support requests, then please fill out our feedback form:https://support.abernet.org/mytickets/create#/ticket-fo...
I created a ticket, when can I expect an answer?
Response Time Expectations Our support team is committed to providing timely responses to all customer inquiries. Here's what you can expect: Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, con...
I don't find my answer in the knowledge base, what should I do?
Did you try to search using different search terms? If yes, then you should create a new ticket.
Should I use Service Now or the Education Support Portal for my request?
The Education Support Portal (at https://support.abernet.org) provides support from the Digital Learning Team for the following: New G-Suite (Google) accounts or bulk password resets IT pre-purchase advice Digital Learning Training and Certification (Google, Apple and Microsoft) Glow - Help with...
What is a ticket? Is it the same as a request?
A ticket is a technical synonym we use for question or request.