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. Phone call (Australia and New Zealand Only).
Info
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, Interviews, 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, 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

Phone call

Product Specialists are available to speak to you via phone. 
Notes
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
If you are calling to get support on TES products and services press 1, then press 3 for timteable products (E10, Daily, Interviews, Choice) or press 4 for syncing and integration with 3rd party systems.

It’s important to select the correct option so that the appropriate team member can help you.

You will hear the following message:

Welcome to Tes Australia

Please select an option from the following menu:

Press 1 for Product & Training Support, including Timetable, Job Advertising, Learning Pathways, and Teaching Resources

Press 2 for Recruitment Services, if you're calling about a vacancy or role within a school

Press 3 for Sales enquirires

Press 4  for Payment and Account Queries

Press 5 to speak to our internal HR team about working for Tes

If you are calling to get support on any TES products and services press 1.

Then you will hear another set of options.

then Please select from the following options:

Press 1 for support with Learning Pathways, Job Advertising or Teaching Resources

Press 2 for support with New School Timetable onboarding or training

Press 3 for support with Timetable, Daily, Choice and Tes Interviews

Press 4 for support with Timetable syncing & integration with third-party systems

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