How to Raise a Ticket for Conveya Support

If you encounter an issue, need assistance, or have a suggestion for the Conveya platform, you can raise a support ticket easily using our dedicated helpdesk. Follow this step-by-step guide to ensure your request is submitted correctly and efficiently.

Step 1: Access the Helpdesk

To raise a ticket, visit our customer portal at: https://conveya.atlassian.net/servicedesk/customer/portal/9

This link is accessible to all Conveya customers.

Step 2: Select the appropriate ticket option

Conveya Service Desk

Report a Bug

Select this option if you’ve encountered an issue or error within the Conveya platform. Be sure to provide detailed information about the bug, including steps to reproduce it and any relevant screenshots.

When to Submit a Bug Report

Submit a bug report if you experience any of the following:

  • Functionality Interruption: A feature is not working as intended and blocks your workflow.
  • Performance Delays: Significant waiting times or delays while using the platform.
  • Visual or Interface Issues: Display glitches or inconsistencies affecting usability.
  • Error Messages: Repeated error prompts hindering your progress.
  • Data Inaccuracies: Discrepancies or incorrect information within the platform.
Report a bug fields

How to Submit a Bug Report

  • Fill out the form, ensuring the following fields are completed:
      • Email confirmation to: Enter the email address where you’d like to receive updates.

      • Summary: Provide a brief summary of the bug (e.g., “Learner profile not opening when clicked”).

        Tell us where the issue is located: Specify the affected area of the platform. Use the dropdowns to pinpoint where you have found the issue.

        Description: Describe what you're trying to do and what happened that prevented you from completing the task. Include:

        • Current behaviour: What happens when the issue occurs.
        • Expected behaviour: What you intended to happen.
        • Steps to reproduce: A step-by-step outline of how the bug occurred.
      • Attach videos or photos: Upload files, paste screenshots, or browse to add visual evidence. Ensure the whole screen is visible in any screenshots or videos.
      • Select the Impact level:
      • Critical: Immediate action needed; major disruptions like downtime or data breaches.
      • High: Urgent; major functionality impacted but with workarounds.
      • Medium: Moderate impact; minor issues affecting some workflows.
      • Low: Minimal impact; cosmetic or non-urgent improvements.
      • Lowest: Optional; nice-to-have changes or suggestions.
      • None: No impact.
    • Submit the form for our team to investigate the issue.

Data Request

Use this category to request assistance with:

  • Exporting data
  • Uploading data
  • Editing or deleting data
Data Request Fields

How to Submit a Data Request

  • Fill out the form, ensuring the following fields are completed:
    • Email confirmation to: Enter the email address where you’d like to receive updates.
    • Summary: Provide a concise description of your request (e.g., “Request to export learner data”).
    • What can we help you with?: Specify the nature of the request (e.g., export, upload, edit, or delete data). Use the dropdowns to select an option.

    • What is this in relation to?: If applicable, specify the area or feature of the platform this request is related to. Use the dropdowns to select an option.

      Description: Provide a detailed explanation of your request. Include:

      • Relevant specifics such as date ranges, file formats, or learner details.
      • Any additional information that may help our team fulfill your request.
    • Attach any relevant files: Drag and drop files, paste screenshots, or browse to upload supporting documents.

Step 3: Submit Your Ticket

Once you’ve filled out all required fields and reviewed your details, click Submit to send your request to our support team. You will receive a confirmation email with a ticket number and updates as your request progresses.