Access:

The access to the support center is secured by unique email address and password.

Once you have acquired product licenses, you will have to provide the Name(s) & email address(es) of the team that will have access to log tickets in our support center. If you already have access but are locked out due to wrong password or forgottern your password, please get in touch with support@consectus.com email address.

Raising a new ticket:

Click on Open New Ticket tab to get the form to raise the ticket with our helpdesk. You will need to select the product or service that you want to report an issue with. And then you need to enter Issue Summary & detailed description to help us understand the issue you are facing. You can also upload images or documents with your ticket to help us understand the issue better.

Priority of the ticket is default P4-Low but if you think based on the Service Agreement, the issue you are facing should be P1, P2 or P3 then please raise it with those prorities.

You will recive an email confirming the ticket number and our team will be notified of the tickent in the system.

What Happens After You have Raised a Ticket:

Our helpdesk team will review the ticket and then update the priority if required. They will then allocate it to the right department in the team to investigate and fix the issue within the agreed Service Levels. Our team may need to ask for more information. All the interaction related with the ticket will be done via the ticket using messages. Additional documents may be provided or requested for as needed. Once the team has fixed the issue they will update the ticket asking you to verify and accept the resolution.
After your acceptance, our team will close the ticket.

You can monitor all the tickets raised by you or other users of your organisation by visiting the tickets tab.