Support

Browse the Knowledge Base

Chances are the issue you are experiencing has been experienced by another customer. When a ticket is resolved by Risk IDS, a Knowledge-Base article will be created or updated.

Knowledge-Base articles are available to all users of the Support Desk and can often provide a solution faster than raising a ticket.

Create Support Tickets

If the Knowledge Base does not have the answer, the next step is to create a Support Ticket. Support Tickets can be created using the online tool or by emailing a support email address, where the Support Desk automatically uses the contents of the email to create the ticket.

Each Support Ticket is given a unique reference that will be used throughout the ticket’s life cycle.

Track Updates

Users are immediately notified of any update to their tickets via email.

Support Tickets can be referenced at any time in the Support Desk. The user will be able to review the status of the ticket and all comments and attachments added by Risk IDS.

This ensures the user is always up to date, thus reducing the need for update requests.

Create or Respond to Ticket Tasks

Ticket Tasks can be assigned to Support Desk users to perform actions in pursuit of ticket resolution.

Outstanding Ticket Tasks are available to the user in the Task View. This allows the user to understand exactly what tasks are outstanding across all of their tickets.