How do I log a Helpdesk Ticket?

A Helpdesk Ticket can be created through one of several contact methods :-

• Telephone - on 0845 686 2366 - all urgent issues should be made by telephone
• Email - to support@dmsnavigator.com
• Web Portal : - https://support.dmsnavigator.com

What happens to my ticket once it is logged?

If you telephone with an urgent issue, then this is reviewed immediately. Otherwise, we aim to gain first-touch review of your ticket within a working hour.

At this stage, the ticket is reviewed to allocate to the best suited of our Help desk Agents who work on our first-line help desk.

The ticket will then aim to be completed within one working day. We complete 90% of tickets within one working day.

Will I be kept up to date with progress?

Once a ticket is assigned to one of our Helpdesk Team, you will be emailed to confirm that this has happened and who is reviewing the ticket.

After then, you will receive either email or telephone updates as appropriate.

At each stage, our aim is to give you an estimation of either ticket completion or when we will next update you.

Tickets can be escalated internally to a number of members of our team - including Training Consultants, Account Managers, Developers or our Second Line Helpdesk team who specialise on certain topics. Again, at each stage you will be kept informed of this.

Ticket Completion

Once your ticket is completed, you will be telephoned to advise of the result and confirm that your issue is resolved.

SERVICE hours

Our normal office hours are 7am to 5.30pm Monday to Friday.

Most Bank Holidays are normal working days for us except for Christmas Day and Easter Monday.

Our Out of Hours Service operates when our offices are closed - from 7am in the morning and up to 9pm at night - Monday to Friday, 8-5 on a Saturday and 10-4 on a Sunday. Support on this service is on a chargeable basis