How to submit a Syncing related Ticket

How to submit a Syncing related Ticket

Looking for help with Syncing/Integration? 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.

It is very important that Edval receives all the necessary information in order to fully investigate an issue. Please click here to assist you with what Edval needs to investigate the issue. 

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 Edval Products



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 Edval Daily

When logged into the Edval Daily 
  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


Part of Get Help you need to fill in : 
  1. Module - Select the correct module you are having issue in 
  2.  Subject and Message - Fill in the subject line with the replication details and example on the issue 
  3. My issue is sync related - Tick the box 
  4. Attached all the required details and click on Submit.
For more information on what to provide to Edval to assist us on investigating please click here

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 contact us via phone requesting access to the portal. 
  1. Navigate to help.edval.education
  2. Sign in 
  3. Go to Integration - Synchronization Department 
  4. Click on 'Add Ticket'
  5. Fill in the ticket to your fullest capability. 
For more information on what to provide to Edval to assist us on investigating please click here


Parts of the ticket 
  1. Template - There is a template you can select to assist you what information to include when raising a syncing issue
  2. Department  - Select Integration - Synchronization
  3. Subject & Description   - A title for your ticket with the  detailed explanation of your query in description. Adding content such as the steps you took for an issue or relevant information that can help us assist you. 
  4. Classification  - Select the sync you are syncing with in Category and select the Edval product you are syncing from under Sub Category. 
  5. 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.
Once the ticket is submitted you will be able to see the ticket under My Ticket with all other information. 









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