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The Ticketing System

The system offers several options for accessing online support to help users navigate and use its features effectively. These help sections are available to all users of the system, including employees and subcontractors.

Purpose of the Ticketing System

The ticketing system is available exclusively to selected administrators. It allows them to:

1. Report issues with the system
2. Submit queries
3. Request changes to the system

Please note: Only administrators with a dedicated support package can access the live ticketing system.

Ticket Types

When raising a ticket, administrators must select a classification to help ensure the query is handled by the appropriate team. The available ticket types include:

1. Change Request – Request an amendment to part(s) of the system
2. New Functionality – Request the addition of new features to the system
3. Software Bug – Report a fault or error within the system
4. Additional Training – Request further training on a module or system function

Submitting a Ticket

When entering a description:

1. Please be as detailed as possible.
2. A clear and thorough explanation helps the support team understand your query and resolve it promptly.

Attachments:

Where possible, upload supporting materials such as screenshots or documents. These can greatly assist the team in addressing your issue more efficiently.

Access to the Ticketing System

Access is limited to administrators with a dedicated support package. If an administrator who does not have access attempts to log a ticket, they will see the following message:

“You have not been allocated a seat on the ticketing system under the current price plan. Contact the dulann coordinator to request access.”

To request access or purchase support seats, administrators may also contact:

sales@dulann.com

Receiving a Response

1. The administrator who raised the ticket will receive an email with a response.
2. They may correspond with the support team until the issue is resolved.
3. A notification will be sent once the ticket has been successfully closed.