How to log a support ticket with Mandalay
The following article explains how to use the online Mandalay help center. This facility has been provided to make it easier for you to search our knowledge base and manage your support queries with Mandalay.
Logging In
To log into the Client Service Portal, go to http://mandalay.zendesk.com and enter your user name and password.
If this is your first time logging in, follow the link provided in your welcome email and follow the prompts.
If you have forgotten your password just click on the 'Forgot my password' link and you will be prompted to enter your email address. An email will then be sent to allow you to setup a new password.
Home Page
Once you have successfully logged in you will be taken to the home page. From this page you can search the community forum articles or search our expanding list of 'how to guides'. At times we may also highlight forum articles that we believe are important for you to read. You can also browse the how to guides and articles related to using the system through the section links provided at the bottom.
Submitting a request
If you have a support request or query you can submit it to Mandalay from the ‘Submit a Request’ tab. This will take you to an online form that you can complete with the details of your request.
When you go to this page you will be presented with a drop down box and asked to select the type of request you are submitting, currently there are a few options,but please only use the Mandalay CS Support option unless specifically directed to. Mandatory questions have been marked with an asterisk.
Once a support request has been submitted you will receive an email to acknowledge receipt of the request. You will receive notifications when the following actions occur:
- Request received.
- Comments updated in the request.
- Request has been marked as solved.
Mandalay CS Request Form
- Subject - Provide a brief description using keywords to describe the issue.
- Description - For this field you should provide an overview of the problem that you are having. Further details will be captured in other fields.
Other fields may be required to submit a request so please complete any fields with the * symbol and follow any other in screen instructions.
So we can understand the problem clearly we ask that you provide a bit more information about the problem. These fields may not be necessary for general queries.
- What did you expect to occur - Please enter in some details of what you were expecting to happen. This could be something like, "I was expecting the ticket to print out with the correct unit price based on the quantity of 0.75 divided by the total price".
- What actually occurred - For this field try to explain what the system did in relation to what you expected. For the above example this could be "It appears to be using 1 tonne as the quantity divided by the total price".
Screen shots are also important in providing feedback to Mandalay as it provides context to the support analyst. Short videos are also helpful and can be uploaded to the support ticket.
Including Attachment(s)
At the bottom of the request form is a section that allows you to submit a file with the request. This could be copies of reports, data extracts or screen shots.
Click ‘Attach File’ to browse for a file from your computer or drag the files to this location from your desktop.
Recording a Problem
To assist in recoding problems Windows 10 has an application called Steps Recorder. If possible please use this to record your problem. See this article for further information.
Suggested Topics
When completing the subject field the system will search the forum articles for any topics that may match the query you are about to submit.
Reporting issues during UAT
If while reviewing and testing Mandalay CS in your UAT environment you come across problems, please use the Product User Acceptance Testing form when submitting a request. This has additional fields that allow Mandalay to diagnose any issues that are identified.
- Subject - Provide a brief description using keywords to describe the issue.
- Description - For this field you should provide an overview of the problem that you are having. Further details will be captured in other fields.
- What did you expect to occur - Please enter in some details of what you were expecting to happen. This could be something like, "I was expecting the ticket to print out with the correct unit price based on the quantity of 0.75 divided by the total price".
- What actually occurred - For this field try to explain what the system did in relation to what you expected. For the above example this could be "It appears to be using 1 tonne as the quantity divided by the total price".
- Steps to reproduce the problem - Explain in bullet point form the steps you used to produce the problem. Using the Step Record can be helpful.
- What day did this occur - If we know the day of the problem we can check system logs.
- Time of the problem - This can allow us to further analyse the logs to potentially identify the cause of a problem.
- Attachments - Please add any screen shots or the Step Recorder file using this option.