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Helpdesk 101

Getting started with our helpdesk software

I created a ticket, when can I expect an answer?

Most, if not all tickets, are answered the same day we receive them. However, depending on our workload, we may not be able to get back to you immediately. But remember, we try to answer every request as fast as we can.

What is a ticket? Is it the same as a request?

A ticket is a technical synonym we use for question or request.

Can I use email to reply to a ticket?

Yes, our helpdesk is able to receive answers to your tickets via email. Whether you are using Outlook, Gmail or any other email client, our helpdesk will be able to handle 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 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.

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

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...