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Creating Tickets

This guide provides step-by-step instructions for clients to create a support ticket on the ED Partners Africa Helpdesk.

Open a New Ticket Initial

Step 1: Go to the Helpdesk Portal​

  1. Open your web browser (Chrome, Firefox, Edge, Safari)
  2. Visit the official helpdesk page: https://helpdesk.edpartnersafrica.com

Step 2: Start a New Ticket​

  1. Look for the link or button that says "Open a New Ticket"
  2. Click on it to begin the ticket creation process
Login Required
  • If you are not logged in, you will be redirected to the Login page
    • Enter your Username (or email) and Password
    • Click "Sign In" to continue
  • If you are already logged in, you will go directly to the ticket form

Step 3: Fill in the Ticket Form​

Open a New Ticket with Details Form

Complete all required fields (marked with a red asterisk *):

a) Full Name​

Enter your full name as registered with ED Partners Africa

b) Email Address​

Use the email address linked to your account

c) Help Topic​

Select the most relevant category, such as:

  • General Request
  • Hardware Issue
  • Software Issue

This ensures your ticket reaches the right team

d) System / Hardware Name / Sub-Topic​

Depending on your selected Help Topic, additional options may appear.

Example: If reporting a login issue, you may select:

  • Help Topic: Software Issue
  • System: Qore Banking
  • Module/Issue Type: Authentication & Account Management

e) Subject​

Write a clear and concise summary

Examples:

  • "Unable to Access Qore Banking System"
  • "Request for User Permission Upgrade"
  • "Printer Not Responding in Accounting Office"

f) Issue Description​

Provide detailed information, including:

  • What happened?
  • When did it start?
  • Any error messages? (Copy exactly)
  • Steps you've already tried
  • Is the issue affecting only you or others?

Example:

I cannot log in to the Qore Banking System since this morning.
Error message: 'Authentication failed'.
I have restarted my computer and tried two different browsers.
This affects only my account.

Step 4: Upload Evidence (Screenshots, Files, etc.)​

Supporting evidence helps resolve your issue faster.

To attach a file:

  1. Scroll to the Attachments section
  2. Click "Choose File" or drag and drop files into the box labeled: "Drop file here or ( choose them )"
  3. Select your file(s) from your computer
  4. Supported formats: .jpg, .png, .pdf, .docx, .xlsx
  5. Maximum file size: 5MB per file
When to Attach Files

You can attach files when:

  • Creating a new ticket
  • Replying to an existing ticket

Learn more in our Uploading Evidence guide.

Step 5: Submit Your Ticket​

  1. Review all information for accuracy
  2. When ready, click the "Create Ticket" button

After submission:

  • You will see a confirmation page with your Ticket Number (e.g., HD-10485)
  • Save this number – it is your reference for all future communication
  • You may receive a confirmation email

What Happens Next?​

  • Your ticket is assigned to the appropriate support team
  • An agent will review and respond via the portal or email
  • You will be notified of updates
  • You can reply anytime by logging in and viewing your ticket

Tips for Success​

✅ Be specific and accurate in your description
✅ Include exact error messages
✅ Attach screenshots of issues
✅ Use the same email for follow-ups
✅ Check your spam/junk folder for replies

Next Steps​

After creating your ticket:

  1. Submit the Ticket
    • Click "Create Ticket"
    • You'll receive a confirmation with your ticket number
    • Save the ticket number for future reference

Example Web Form Submission​

Help Topic: Technical Support
Subject: Unable to access my account dashboard
Priority: Normal (auto-assigned)

Message:
Hello,

I'm having trouble accessing my account dashboard. When I try to log in, 
I get an error message saying "Invalid credentials" even though I'm sure 
my username and password are correct.

I last accessed my account successfully on Monday. Nothing has changed 
on my end, but I noticed the issue started yesterday.

Can you please help me resolve this?

Browser: Chrome 118
Operating System: Windows 11
Error Screenshot: [attached]

Thanks,
John Doe

After Creating a Ticket​

What Happens Next​

  1. Automatic Confirmation

    • Email confirmation sent to your address
    • Contains ticket number and basic details

  2. Ticket Assignment

    • Routed to appropriate department/agent
    • May be auto-assigned based on help topic
    • Priority level determined by rules/help topic

  3. Initial Response

    • Acknowledgment from support staff
    • May include additional questions

Tracking Your Ticket​

Via Email​

  • All updates sent to your email address
  • Reply to emails to add information
  • Email subject will contain ticket number

Via Web Portal (if registered)​

  • Log into your account
  • View "My Tickets" or "Ticket History"
  • See real-time status updates
  • Add replies and attachments

Ticket Number Reference​

  • Format: #123456 or TICKET-ABC123
  • Include in all communications
  • Required for phone inquiries

Best Practices for Creating Tickets​

✅ Do This​

  1. Be Specific and Clear

    ✅ "Unable to generate monthly sales report in Customer Portal, 
        getting 'Data not found' error when selecting March 2024"

    ❌ "Reports not working"

  2. Include Relevant Details

    • Operating system and browser
    • Error messages (exact text)
    • Steps to reproduce the problem
    • Screenshots if helpful

  3. One Issue Per Ticket

    • Create separate tickets for different problems
    • Easier to track and resolve
    • Better for reporting and metrics

  4. Use Appropriate Priority

    • Reserve "High" priority for actual urgent issues
    • Consider business impact and timing

❌ Avoid This​

  1. Vague Descriptions

    • "It's broken"
    • "Doesn't work"
    • "Need help"

  2. Multiple Issues in One Ticket

    • Mixing different problems
    • Unrelated requests

  3. Excessive Urgency

    • Marking everything as "High" priority
    • Creating duplicate tickets

  4. Missing Information

    • No contact details
    • Insufficient problem description
    • No steps to reproduce

Common Ticket Types and Examples​

Technical Support​

Subject: Website displays error 500 on checkout page
Priority: High
Help Topic: Technical Support

Our e-commerce website is showing a "500 Internal Server Error" 
on the checkout page. Customers cannot complete purchases.

- Started: Today around 2:00 PM EST
- Affects: All users on checkout step 3
- Last successful order: This morning at 11:30 AM
- No recent changes made to the site

Server error logs attached.

Account Issues​

Subject: Cannot access account - forgot password reset not working  
Priority: Normal
Help Topic: Account Support

I forgot my password and used the reset link, but the new password 
isn't working. I've tried the reset process three times with the 
same result.

- Account email: user@example.com
- Last successful login: One week ago
- Error: "Invalid username or password"
- Browser: Chrome 118 on Windows 11

Billing Questions​

Subject: Question about charges on invoice #INV-2024-0315
Priority: Normal  
Help Topic: Billing

I received invoice #INV-2024-0315 and have a question about the 
"Premium Support" charge of KES 150. 

I don't recall signing up for premium support. Could you please 
explain what this charge is for and provide details about when 
this service was added to my account?

Account: john.doe@company.com
Invoice date: March 15, 2024

Feature Requests​

Subject: Request - Add bulk export feature to reports module
Priority: Low
Help Topic: Feature Request

Could you consider adding a bulk export feature to the reports module? 
Currently, I need to export each report individually, which is 
time-consuming when generating monthly summaries.

Suggested implementation:
- Checkbox selection for multiple reports
- Single "Export Selected" button  
- Combined CSV or PDF output

This would save significant time for users who generate regular reports.

Troubleshooting Ticket Creation​

Common Issues​

"Invalid Email Address" Error​

  • Check email format: user@domain.com
  • Avoid special characters in local part
  • Ensure domain is valid

"Help Topic Required" Error​

  • Select a help topic from the dropdown
  • Contact admin if no appropriate topics exist

File Upload Failures​

  • Check file size limits
  • Use supported file types
  • Try compressing large files

CAPTCHA Problems​

  • Refresh the page and try again
  • Ensure JavaScript is enabled
  • Try a different browser

"Duplicate Ticket" Warning​

  • Check if you already submitted a similar request
  • Wait a few minutes before resubmitting
  • Contact support if you believe this is an error

Getting Help with Ticket Creation​

If you can't create a ticket through normal methods:

  1. Alternative Email

    • Try emailing a general support address
    • Use a different email account if needed

  2. Contact Administrator

    • Reach out through other communication channels
    • Report technical issues with the ticket system

Mobile Ticket Creation​

Mobile Web Interface​

  • Our Helpdesk is mobile-responsive
  • Use the same process as desktop
  • Consider shorter messages due to typing constraints

Mobile Tips​

  • Take photos directly with your device camera
  • Use voice-to-text for longer descriptions
  • Save ticket numbers in your notes app
  • Set up email notifications for updates

Integration and API Tickets​

For developers and system integrators, tickets can be created via API check out our API documentation:

Next Steps​

After creating your first ticket: