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. OSM - Online Support Meeting (Subject to Availability) - Please mention your request when submitting ticket. 
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 the support team 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.
InfoFor Syncing/Integration related issues please read this article and submit your help ticket.

Submit a Help ticket

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

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, Online Choice)



When logged into the Cloud server (Daily, 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
Effective from 7 July 2025, we will be removing phone support for Tes Timetable to allow us to focus on enhancing our online support resources and providing faster, more efficient assistance through our digital channels detailed above. 

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