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Helpdesk ticket system

Posted: Wed Nov 16, 2016 9:47 pm
by Mort
Hi there,

I tried to folow the link to the online support in a staff email (https://www.exetel.com.au/exetel_support.php) but it just directed to the main exetel page.

If I log into "My Exetel" and use the "Useful Links" menu to go to fault ticket, it takes me to what looks like a new helpdesk page where the sign in asks for my email.

Is this a new system and do I need to register a new account? I tried to "reset password" but the few email addresses I tried it told me didn't match a known account.

Scott.

Re: Helpdesk ticket system

Posted: Thu Nov 17, 2016 12:05 am
by KavindaS
Mort wrote:Hi there,

I tried to folow the link to the online support in a staff email (https://www.exetel.com.au/exetel_support.php) but it just directed to the main exetel page.

If I log into "My Exetel" and use the "Useful Links" menu to go to fault ticket, it takes me to what looks like a new helpdesk page where the sign in asks for my email.

Is this a new system and do I need to register a new account? I tried to "reset password" but the few email addresses I tried it told me didn't match a known account.

Scott.
If you need to sign in to the helpdesk system where you need to open a ticket, use http://helpdesk.exetel.com.au/login . If your requirement is different to that, please detail me the requirement and I will check on that.

Re: Helpdesk ticket system

Posted: Thu Nov 17, 2016 12:40 am
by Mort
yes, but what email do I use to sign into that system with? Is it new?

It doesn't look like the same helpdesk ticket system I last used (quite some time ago though)

I am trying to find out if there is any further progress with ticket#10867752

Re: Helpdesk ticket system

Posted: Thu Nov 17, 2016 1:57 pm
by KavindaS
Mort wrote:yes, but what email do I use to sign into that system with? Is it new?

It doesn't look like the same helpdesk ticket system I last used (quite some time ago though)

I am trying to find out if there is any further progress with ticket#10867752
It appears to be you have not logged in a single time with the new version of the helpdesk system. Therefore follow the below steps as you need to re-register with the new version using the same old email, so you can retrieve the previously located tickets under your account.

* Visit http://helpdesk.exetel.com.au/login
* Do not sign in using the old credentials.
* Click on "Don't have an account? Create one for free"
* Then under Register it will ask "What is your primary email address?"
* Fill that with your previous same email address that you have used and continue the registration.

I have checked the ref# 10867752 and we have received your test results. One of the engineers working on the ticket and you should have a response before close of business today.

Re: Helpdesk ticket system

Posted: Thu Nov 17, 2016 2:09 pm
by Mort
awesome, thanks for that. I'll sort it out tonight then.

Re: Helpdesk ticket system

Posted: Thu Jan 05, 2017 2:54 pm
by duncanm
What's the point of the helpdesk ticket system ?

I lodged a ticket on the 3rd Jan and have had zero response to it - despite various follow-ups on the online system.

Currently on hold waiting for an operator.

But seriously -- if you're not monitoring the ticket system, get rid of it!

(Reference: REV-94477-314)

Re: Helpdesk ticket system

Posted: Thu Jan 05, 2017 3:29 pm
by KavindaS
duncanm wrote:What's the point of the helpdesk ticket system ?

I lodged a ticket on the 3rd Jan and have had zero response to it - despite various follow-ups on the online system.

Currently on hold waiting for an operator.

But seriously -- if you're not monitoring the ticket system, get rid of it!

(Reference: REV-94477-314)
We have checked and replied to you ASAP. Apologies for the inconvenience may have caused by this.