Open Internet Explorer (or other internet browser) and enter the following website into the Address Bar

Transcription

1 Open Internet Explorer (or other internet browser) and enter the following website into the Address Bar 1. Once the site has loaded you should have something as follows 2. Enter your login details as per the registration set to you when ESiT set up your account. Click on the Login button to log into the support system. 3. Once you have logged into the system, you should be presented with a web page similar to this

2 From here, you can navigate to any section of the support website depending on what you want to do. Submitting a Support Request (also know as a Ticket) To submit a ticket, click on the Submit a Ticket link and you will begin the process There is currently only 1 department set up, so just click on Next > to proceed to entering the details of your support request (or ticket).

3 From this web page, you can enter the actual details of your support request. Give the request a short title that describes the problem in the Subject text box. Then enter as full a description as possible in the bigger box below. Please provide as much information as possible to aid in the reproduction and resolution by the support staff. Click on the Submit button to log the request into the support system. You will then be presented with a screen similar to the following:

4 Once the request has been logged, you can return to the main screen by clicking on the Support Center link towards the top of the screen. Viewing a Support Request To view your support requests, click on the View Tickets link on the main screen. You will be presented with a screen listing your current support request (depending on how many requests you have, you may have to view several pages to find the ticket you want.

5 When you find the request you would like to view, click on the request s name and you will get a detailed activity list.

6 Scroll the webpage up/down as needed to view the entire history of the request. If there has been a lot of activity for the request, there may be several pages of history to view. Click on the Support Center link to return to the main screen. KnowledgeBase To view articles in the knowledgebase, click on the KnowledgeBase link from the main screen.

7 You will then get a web page similar to the following The categories and entries will expand over time, so you may need to scroll the web page to find the information that you require. Click on a category (highlighted in blue) to view all the articles associated with that category. In the following image, the Courses category has been clicked

8 When the article is already visible, beneath the category name on the main screen or when viewing the category s web page, you can click on it directly and go straight to the article. The following screen capture shows the Course Pricing article. Return to the Main screen by clicking on the Support Center link towards the top left of the web page.

9 Downloads Click on the Downloads link to be taken to the Downloads web page.

10 From here, you can download any additional drivers, or support utilities that have been set up by the support staff. You do not need to download ALL of the files that are available, some of them may be required to fix, or prevent specific problems as may be described in the KnowledgeBase and Troubleshooter sections. Click on a category heading (highlighted in blue) to see all the downloads related to that category. Click on the download article to view the details of the download and also access the actual link to download the file/utility.

11 Click on the Support Center link to return to the main web page. News From time to time, the support staff and developers will have news that they would like to inform the thankq client about. These will be posted onto the support website under the News section. Click on the News link to view the list of articles.

12 Click on the article name (in blue) to view its contents. Click on the Support Center link to return to the main web page.

13 Troubleshooter These are step-by-step guides to fixing some common problems. Click on the Troubleshooter link to be taken to the relevant web page. At present, there are no troubleshooter articles. Check back often to see if any articles are posted. Click on the Support Center link to return to the main web page. Changing your password To change your password, click on the Change Password link on the right hand panel from any page, while you are logged into the support system.

14 Enter your Old Password, then enter your new password into the New Password and New Password (Confirm) boxes and click on the Submit button to change. Change your account details Click on the My Account link on the right hand panel on any page within the support system.

15 From here, you can update your name, if required. Click on the Update button to confirm your name change.