Requesting help from Tes

Requesting help from Tes

The Tes team prides itself in offering a very high level of support to clients. However, before requesting help, please ensure you have done the following:
  1. Accessed the F1 context help within the Tes Products
  2. Checked the Tes Knowledge Base for a helpful article. Use keywords to search for relevant articles. (help.edval.education - login required)
  3. Updated the E10 application to ensure you have the latest version and checked whether the issue still exists.
There are a number of ways to get help with product queries, the options include:
  1. Submit a help ticket - preferred
  2. Chat function
  3. Phone call (Australia and New Zealand Only).
Preferred method: Submit a help ticket, as Tes will usually need to look at the .etz timetable file to help address the query. It allows them to provide a clear response in the email reply, and provide links to relevant Knowledge Base articles that give more thorough instructions than may be possible via the ticket.
For Syncing/Integration related issues please read this article and submit your help ticket.
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.

Submit a Help ticket

There are two ways to submit a help ticket:
  1. via the Tes Products -
    - Timetable (E10)
    - Cloud (Daily, Interviews, Online Choice)
  2. via the Tes portal.

Help ticket via the E10 Timetable



The landing page of the E10 application, called the 'Dashboard', has a link in the bottom right hand corner to easily create a support ticket.
  1. Click on the Get help! link in the bottom right hand corner of the Dashboard



  2. Complete the details:
Email from: Enter your email address (your computer will remember this for future help tickets)
Subject: Choose the most appropriate category from the options included
Please provide a one line description that summarises your enquiry: Enter your one line summary here
Description: Please explain in detail with steps and examples
Attachments: The .etz timetable file will automatically be attached to the help ticket. Further attachments that will help the Timetable Specialist understand the query, such as images or other files, may be attached via the 'Upload' button

 
  1. Send.

Help ticket via the Cloud products (Daily, Interviews, Online Choice)



When logged into the Cloud server (Daily, Interviews, Online Choice):
  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


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

Help ticket via the Tes portal


  1. Navigate to help.edval.education
  2. Sign in with your email address and the password you previously created (this is the same log in as used to access the Knowledge Base documents)
  3. Once logged in, click on 'My Tickets' at the top section and Click on 'Add Ticket'


  1. Select the most appropriate category


  2. Enter all details:
    Department: Select the most appropriate department from the list
    Subject: The subject will appear as the email title in email communications e.g. Help with Master grid required
    Description: Enter a detailed explanation of the issue for the Product Specialist - the clearer the explanation of the issue, the quicker the Product Specialist will be able to respond
    Category: Select the appropriate item from the drop down list

  1. Attach a file: Attach the most up to date version of the .etz timetable file. It is very important that the Product Specialist receives the file in order to investigate the query
  2. Submit.
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 the 'Department' or 'Channel'.
On the right hand side of the screen you have several View options: 
  1. My tickets - tickets you submitted yourself
  2. My Open Tickets - to see your tickets that are still open
  3. My Closed Tickets - to see your tickets that have been closed
  4. My On Hold Tickets - to see your tickets that are waiting for a response
  5. My Overdue Tickets - to see your tickets that are have an overdue response.
Additional Views:
  1. Team Tickets - tickets your school have submitted
  2. CC'ed Ticket - tickets you have been carbon copied in.
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.

Chat function

A chat function is available for clients who prefer to communicate with a Product Specialist in live time.
  1. Navigate to help.edval.education
  2. Sign in with your email address and the password you previously created (this is the same log in as used to access the Knowledge Base documents)
  3. Click on the chat icon in the bottom right hand corner of the screen

  1. Choose the most appropriate department, enter your message and hit Enter.

A Product Specialist will be assigned the chat and will assist you with your query. You may be asked to attach your .etz timetable file if the Product Specialist needs to see the file. Once the chat is closed, you will receive an email transcript of the conversation. You will also receive an opportunity to provide feedback of your experience; please do complete the feedback as it is most valuable.

Phone call

Product Specialists are available to speak to you via phone. 
This mode of support is best suited to quick 'how to' type queries. Help requests that are more in depth, and those that require time for the Product Specialist to look into the .etz timetable file, log files are best sent via Help ticket.
Phone lines operate between the hours of 8.00am - 5.00pm (AET).​
Tes Australia
1800 734 758


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