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New Technical Support Helpdesk

Our online support has changed. Find out more....

We pride ourselves on giving expert support to our customer base. In the coming months, we will be improving the way in which we can support customers.

On the 21st November 2022, the ‘Technical Support’ Helpdesk platform was retired for a new Helpdesk platform. The Helpdesk will offer customers a quicker path to a solution with a more secure and user friendly interface.

Got questions? Check out the FAQ below.

Self Service

We undertand that customers want to resolve issues themselves without asking for help. The new Self Service area will include access to an updated Knowledgebase, YouTube and eLearning Channels.

User Profiles

Registering with an account means you can focus on the issue, not your contact details. User Profiles give you quick access to review your ticket history and resolutions.

Increased Attachment Sizes

Tickets which include drawings and/or data sets can significantly decrease the resolution time for a ticket, helping us review the issue. With double the attachment size limit (20mb), its now easier to submit your data to us for review.

Feedback

To help us improve our services to you, ticket resolutions are now followed up with a quick feedback rating. You can tell us how we performed and if there any areas we can make your experience at the Helpdesk better.

FAQ

Migrating

Where can I access the new Helpdesk?

The new site can be found at helpdesk@civilsurveysolutions.com.

Can anyone submit a ticket to the Helpdesk?

Customers who currently have a live subscription or annual software maintenance with a product from Civil Survey Solutions can access the Helpdesk. We always check to ensure eligibility for support on every ticket.

What happens to my unresolved tickets when the current platform is retired?

The tickets will remain on the current platform and correspondence via email can continue until the ticket is closed. Any new tickets will be created on the new platform.

What will happen to my profile on the current system?

Unfortunately, we are unable to transfer user profiles from the current platform to the new one. Users will need to register and create a new profile. Creating a registered account prevents the need to give your details each time you access the Helpdesk.

What will happen to my ticket history?

Unfortunately, we are unable to transfer user ticket history from the current platform to the new one. Users will need to register and create a new profile where all ticket history will be stored going forward.

Ticket Management

What is the maximum file size I can attach to a ticket?

The new platform will accept a combined file size limit for all attachments of 20mb. This includes any screenshots that can now be added to the message body.

Attachments on all tickets will be cleaned after 60 days but the ticket will remain in the user ticket history.

Can I submit my data directly via cloud storage such as wetransfer?

The new system will require all data set links to be submitted via an email reply or via the ticket submission page. This is to prevent multiple tickets being created for the same issue which slows the resolution time.

Any emails sent directly to helpdesk@civilsurveysolutions.com.au from a cloud storage system (such as wetransfer), will not be accepted. Users will receive an automatic email from our system requesting that the link be added via an email reply to the ticket or directly on the Helpdesk. 

Can I submit new tickets directly via email?

The new system will require all new tickets to be submitted via the ticket submission page. This provides us with as much information about you, the product and the issue so we can deal with it as quickly as possible.

Any emails sent directly to helpdesk@civilsurveysolutions.com.au to create a new ticket, will not be accepted. Users will receive an automatic email from our system requesting that the ticket to be submitted via the Helpdesk.

Can I reply to my tickets directly via email?

Yes. You can also login to the Helpdesk and reply to tickets directly, and have the option to update your ticket status and details.

Are there any significant changes to how my ticket is dealt with?

Our Service Level Agreement Plan, with response and resolution times for tickets remains the same. We always strive to resolve tickets quickly and have customers up and running as quickly as possible.

If tickets are inactive, they will now be automatically closed after 7 working days and the user will be notified of this. User ticket history means you can always reopen tickets even after closure.