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How do I manage my support tickets?

Updated this week

Creating a support ticket

If you have an assessmentQ related question, we recommend first submitting it to the assessmentQ chatbot. More information.


If the chatbot cannot answer your question, you will be asked whether you would like assistance from one of our support agents. In that case, a ticket will automatically be created for your query.

If you prefer not to use the assessmentQ chatbot, you can always send an email to the support desk via [email protected]. Upon receipt of your email, the system automatically registers it as a support ticket.

In both cases, you will receive a confirmation email containing:

  • the ticket number

  • the ticket status with instructions for further follow-up, if applicable

  • your request

You can reply to the confirmation email (or any updates from the support team) to provide additional information or check the status of your request.

Note: If you have access to the tickets portal, you will find your ticket in your ticket portal. For more information, see below.

Consulting my tickets portal

To open your tickets portal, proceed as follows:

  1. Sign in to the assessmentQ backoffice. More information.

  2. Click the Help center button via the Help icon in the menu bar or via the Quick links in your assessmentQ backoffice dashboard.
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    ​Result: You are redirected to the assessmentQ Help Center from which you can access your Tickets portal.
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  3. Click Tickets portal.
    ​Result: You see the overview of all tickets of your organization.

  4. In your tickets portal, you can:

    • Switch to Created by me to see only the tickets you created yourself.

    • Use the search field to search for a specific ticket.

    • Filter the tickets overview on the ticket status. For more information about the ticket status, see below.

Notes:

  • The tickets portal is only available if you have the appropriate access rights. If you don't see the tickets portal, please contact Televic Education via [email protected].

  • Self-registration is not supported in the tickets portal.

Ticket status overview

A ticket can have one of the following statuses:

  • Submitted
    This is the initial status for a new ticket you created.
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  • In progress
    Our support agent is looking into this ticket.
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  • Waiting on you
    The support agent has replied to your ticket and is waiting for your reply.
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  • Resolved
    The ticket is closed.

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