How to submit a support ticket

How to submit a support ticket

Looking for help with Edval? This article explains the different places you are able to submit a support ticket.

Edval recommends raising your query as a ticket. If you would like to discuss the query over phone, please first submit a ticket through one of the processes explained below, then quote the ticket number to the Support member.

For Syncing related issues please follow this article and submit your ticket.
It is very important to clearly explain the issue, providing specific examples where possible. The more information that is provided in the tickets, the easier it is for us to assist you.

To request a feature, or to share your ideas in our community portal, please refer to our document Community Portal: For Ideas and Feature Requests

Submitting the ticket through Support Portal

Issues may be submitted through the online support portal. 
In order to be able to submit ticket you must be registered to the portal. This is the same password you use to access the Edval Knowledge Base.
If you are not please send us an email to  support@edval.education requesting access to the portal. 
  1. Navigate to help.edval.education
  2. Sign in 
  3. Click on 'Add Ticket'
  4. Fill in the ticket to your fullest capability.





Parts of the ticket 
  1. CC - This allows for you to include other users in the ticket so that they can view the progress and responses of the ticket
  2. Department - Select which product is most relevant to your query
  3. Subject - A title for your ticket
  4. Description - A detailed explanation of your query. Adding content such as the steps you took for an issue or relevant information that can help us assist you.
  1. Classification - This is what type of query you have
    1. Category - Pick what is most relevant to your query
    2. Sub-Category - Pick what is most relevant to your query
  2. Attach a file - Providing us with files relevant to the ticket such as screenshots, your timetable file and other information will allow us to help you to the fullest.
The more information that is provided in the ticket, the easier it is for us to assist you.

Once the ticket is submitted, you will receive a receipt confirmation email with your ticket number, you can also check the status of your ticket by going to  My tickets screen.  


My Tickets

At the top of the screen there is a section for 'My Tickets' next to the 'Home' button. In this section you will be able to view the tickets that you have submitted and you will also be able to view the tickets that you have been CC into. This will allow for you to monitor and manage the tickets all in one place. 


You can filter the view of the tickets by their 'Status' or 'Created By'.
When filtering by the status, you can view the tickets as:
  1. Open - to see the tickets that are still Open
  2. Closed - to see the tickets that have been closed
  3. On Hold. - to see the tickets that are waiting for a response
When filtering by the Create By, you can view the tickets as:
  1. You - tickets you submitted yourself
  2. Team - tickets your school have submitted
  3. My CC'ed ticket - tickets you have been CC in
The other option you have when viewing the tickets is by choosing the department they are in. So if you have submitted a ticket for Edval Daily, on the right hand side of the screen you can choose Edval Daily for all the tickets in that section that you have submitted. 

When viewing a ticket, you will be able to see plenty of information about the ticket. Below is an example of what you can see when viewing a ticket. 



Examples of information that you can see are your ticket number, who is handling your ticket, and the status of the ticket (Open, closed, etc). Another function that you will be able to use is the reply and comment. The reply button allows for you to reply to what someone has said, whereas the comment button allows for you to mention something or leave a comment there for your reference.
If you think you no longer need the ticket, you can close it at the bottom instead of waiting for us to do it for you.

Submitting the ticket through Timetable Products

Edval 9

Follow the below steps to submit a ticket through your timetable file:
  1. Open your .etz timetable file 
  2. Go to the Help menu
  3. Click on 'Get help!' 
  4. Fill in the blanks in the window that appears. 





To assist you on how to submit a ticket on syncing please click here

Your .etz file will be automatically attached to the ticket so that the Support member can investigate the issue in your file.
If you would like to attach an additional file, such as screenshots to the error, then please submit your ticket via our support portal (see section 'Submitting the ticket through Support Portal' 

Once the ticket is submitted, you will receive a receipt confirmation email with your ticket number. You may reply to this ticket with further information.
You can also check the status of your ticket if you login to our Portal

Edval 10 

Please open your timetable file and click on get help through the dashboard. 



The following fields in get help screen needs to be filled in. 
  1. Email from: You will need to put your email address. 
  2. Email Subject: Select "Sync" from the drop down list. 
  3. Message: Explain the issue 
  4. Steps taken: Write down the steps on replicating the issue. 
  5. Upload: Upload the log file, screenshots and any other necessary files to investigate. Your timetable file is automatically attached. 
  6. Send: Click on send button. 

Submitting the ticket through Cloud Products

When logged into the Edval spring server (Edval Daily, Interviews, Choice, etc):
  1. Click on 'Get Help' at the bottom right corner of the screen (scroll down if you are unable to see it)
  2. A window will appear for you to fill in the details





Once the ticket is submitted, you will receive a receipt confirmation email with your ticket number. You may reply to this ticket with further information.
You can also check the status of your ticket if you login to our  Portal



    • Related Articles

    • Community Portal: Feature Requests and Community Discussions

      Preamble On our Edval support portal, there is a community section where Edval users and Edval staff can share their ideas and thoughts on the products. This allows for users to come together to help the products grow and reach new heights, to make ...
    • Downloading/Updating Edval Applications

      ew features are regularly introduced into the Edval software, and any software bugs fixed. This means users will need to regularly update the software. Updates can be done 1) via the software or 2) via download. 1. Update via software Edval and Edval ...
    • Minimum System Requirements

      Desktop Applications Edval 9 OPERATING SYSTEM WINDOWS EXECUTABLE CPU RAM SPACE INTERNET GPU Windows 10 64 bit or later Yes Any machine capable of running Windows 10 will run Edval Any machine capable of running Windows 10 will run Edval 200 MB ...