Raise a Technical Support Ticket

There are two ways to create a ticket: through the customer portal or by submitting a ticket via email.

Raise a Ticket Through Customer Portal

1. You must first receive a link from Jira on behalf of eXate to the Customer Support Management Portal.

2. Set up your account, by following the sign-up link.

3. Once the account has been set up, you will be directed to the help centre page. Here you will be able to access release notes, API Access Credentials and raise requests.

4. To raise a request, click on tab "Need to raise a request? Contact us."

5. This will direct you to the Raise a Request categories. Here you can raise a Technical Support request. To raise a Technical Support request, click on the tab “Technical Support”.

6. This will direct you to the Technical Support Request form. Add a summary of the request and details. Add any components or products that the request pertains to. Attach any screen captures, scripts, or other documentation that support the request. Click Send.

7. Once the request has been submitted, you will see a summary of the request.

8. To view requests, you have submitted. Click the “Request Tab”. 8. The Request tab will show you two options:
   

• Created by me: All requests you have submitted.

• All: All requests submitted by you and your organisation.

9. When clicking on either of the options, it will show you all requests you or your organisation have submitted.

10. Jira sends an email message to your address confirming that the request was received.

Raise a Ticket Through Submitting a Ticket via Email

To send a ticket request by email, send email to support@exate.atlassian.net.

1. Open the email program of your choice.

2. In the ‘To’ line, enter the support email address.

3. In the body of your email message, enter as much detail about the product, component, and problem as you have.

4. Click Send. Jira sends an email message to your address confirming that the request was received.