Introduction
The purpose of this article is to provide guidance on how best to raise mitrefinch support ticket. As a ticket with concise, useful information can be the difference between an instant solution and one that takes hours or days.
Before you submit a ticket request
Search our knowledge base
There are a number of articles, user guides and videos all easily accessible through our knowledge base.
You can either navigate through the articles based on the product or you can use the search function to find what you are looking for.
The articles, guides and videos in our knowledge base are closely monitored to make sure they are useful and relevant. Our Technical Authors and Support team are all able to create useful content.
Take these self-service steps
Troubleshooting your own issues isn’t frowned upon by mitrefinch support; many times, it’s appreciated. However, you shouldn’t spend all day trying to solve your own issues.
Here are three common troubleshooting steps you can easily take before you submit a ticket:
- Ask around to see if the issue is unique to you; if not, has the other person solved the issue
- If an error has occurred, then restarting the application or reloading the browser where the issue occurred may clear the error immediately.
- If relating to a hardware issue, then rebooting your device may help
How do I raise a ticket with mitrefinch support?
If you have searched and cannot find the answer you need, we have made it simple for you to raise a ticket. This can be performed via 3 methods as shown below:
- Online ticket portal: https://desk.zoho.com/portal/mitrefinch
- Email: support@mitrefinch.co.uk
- Telephone: 0330 726 0090
The basics of a great ticket
Subject and description details
The most efficient model of supporting you and resolving an issue is via our online ticket portal rather than emailing or calling.
One of the reasons is that the questions within the online ticket portal help give us almost all the information we need and then we just ask you to write a description of the issue.
A support ticket subject line should set expectations, and if possible, enable the mitrefinch support agent to glance at the subject line and immediately know the issue (without being too wordy).
The description information will depend upon the type of incident or query been raised. By providing more detailed information can lead to a quicker resolution. Examples of information to be provide is shown below:
Incident - Details of what is being attempted, what is expected to happen and what is currently happening. Also please provide details of the login used and steps to replicate.
Perceived Software Error - If an error report has been generated, please advise what was happening at the time of error and in which package. Also provide the error message reported including any text, error report (if produced) or screenshot.
Report Query - State clearly what the objective of the report, what is currently being displayed and what needs to be displayed
Query - Provide full details of the query including examples where applicable and login details used.
Hardware Related - Type of equipment i.e. (MF500 Clock) and number of units. Nature of the problem and confirmation as to whether the unit has been reset/reconfigured.
Also, try to tell us what troubleshooting steps you’ve taken (if any) and the frequency of the issue. Even if the fix you tried didn’t work, you may have been on the right track. This will ensure mitrefinch support can build off your work, while not wasting time retracing your steps.
Impact and employees Affected.
When raising a ticket, it is important for the support team to understand the impact of the ticket you are raising, and the employees affected as this will help determine the priority and response.
For example, if all users are unable to access a mitrefinch package then it would be treated as more urgent than a query.