How to use the Ticket Portal : Dispatch Integration Support

How to use the Ticket Portal

Modified on Sun, 12 Jan at 9:15 AM

When to Log a Ticket?

If you encounter an issue with data delivery from system to system, please use this portal to log a ticket for our support team.

How to Log a Ticket?

You can select the 'Submit a Ticket' option from the landing page, the main options bar, or by following the link here.

Please add your email and name in the requester section (the name field will pop up once the email is filled). Your email will be used to communicate information relating to this ticket.
Fill out the following fields of ticket information:
- Priority: Please use the following table to identify the priority of the fix as accurately as possible. Overstating priority will lead to inefficient support.

Category	Description
Urgent	This is for issues stopping critical business and time-sensitive functions. If left unresolved, these issues may have high financial, reputational, or compliance risks. An example is failed or incorrect Payroll data leading to incorrect employee payments.
High	These incidents are described as Issues impacting critical business functions, key business processes or multiple users. A manual workaround may be possible, although it is cumbersome or inconvenient. Examples: partial outage, reduced performance, or reduced capacity.
Medium	Localized issues impacting a single user or small groups without critical business impact. A manual workaround can be executed for business continuity, or services can be unavailable without financial, security or audit ramifications.
Low	Minimal impact with little urgency, affecting non-essential services. Little or no effect on business continuity. Service Requests, including requests for information, non-urgent change requests, enhancement requests, and project requests, are also included in this category.

Subject: This should be a brief overview of the issue. Please provide as much information as possible that does not include PII, such as the number of impacted records (one or many), the source and destination systems, and the error message.
Description: Please provide a more in-depth description of the problem, the records in question (please provide the ID, a descriptive field, and outcome for as many impacted records as possible), whether the error is recurring or isolated, and any additional context that will help the troubleshooting process. Please include screenshots or related details if available.

What Happens When a Ticket is Logged?

Tickets are first triaged and acknowledged. The original requester will be notified by email once their ticket has been acknowledged. If the task requires technical analysis, a technical specialist will be assigned to the ticket. The assignee will troubleshoot the issues and get back to you with the analysis and the steps required to proceed.

If the request is an enhancement, change, or project request, our team will assess the effort. The account/project manager will then relay back to the customer a suggested solution before proceeding to the next step.

Hi, how can we help you?