Create a Support Ticket

Activity Steps

  1. Log into the Customer Portal as a Customer User or Site Administrator. See Account Roles.
  2. In the left-hand menu, select Support.

    A list of existing support tickets raised by you (if any) displays.

  3. Click New support ticket.

    On the Submit New Ticket screen, the read-only YOUR EMAIL field shows the email address associated with your Customer Portal account.

  4. If you want another person (for example, your line manager) to receive notification of your support request, enter their full email address into the CC CONTACT EMAIL field.
  5. Enter the support ticket SUBJECT.

    Ask yourself, "How can I make the basis of my request really clear in just a few words?". If the subject is too vague, it may not be easy to find in a bigger list of requests, but if it is too long it will probably get trimmed in Datamine's support system.

    • Good examples of a SUBJECT—"Feature request: Studio RM to be touch-enabled", "Studio Survey Compliance Report fails for this data", "License request for Studio EM (2 additional seats)".
    • Bad examples of a SUBJECT—"RM 2.11", "Cannot load data", "Add more drivers".

    Tip: All support requests are reviewed, but they have to be prioritised. If your request is clear and sufficiently detailed, it is often actioned more quickly than requests requiring more information.

  6. Select your current geographic REGION. This determines who sees your request at Datamine.
    • APAC—Asia/Pacific, including Australia.
    • EMEAA—Europe, the Middle East and Africa.
    • LATAM—Latin America.
    • NA—North America, including Canada.
  7. Select the SOFTWARE if your ticket is specific to one software product.
  8. If your ticket relates to a software product, and particularly if you are reporting a software defect, enter the full product VERSION.
  9. Enter the DESCRIPTION.

    Be as detailed as you can, as if you were telling someone for the first time.

    If reporting a problem:

    • What were the precise steps you took to trigger it?
    • Is the issue sensitive to data or a particular project?
    • What is your working environment? (PC, graphics card, operating system)
    • Is the problem reproducible on another machine in your organisation?
    • Is the problem constantly reproducible or is it intermittent?
    • What did you expect to happen instead of what actually happened?

    If requesting a software feature:

    • How would you benefit from the feature?
    • How would you use the new feature?
  10. To attach data to your ticket, perform one of the following steps:
    • Drop files (up to 20 MB in size) into the Drop files here zone.
    • Click the click to browse link and select a file (up to 20 MB in size).
    • Reference data that you previously uploaded. (See Upload a File for Datamine.) Paste the copied secure URL into your ticket description or reply. Use this method if your file is larger (up to 1 GB).

    Note: To ensure your data (and our data) is safe, we only permit certain file extensions when uploading data. If you are trying to upload a file with a blocked file extension, compact it to a .zip file before you upload.

  11. If you uploaded a file, you can enter an UPLOAD TITLE to make your file easier to identify. The maximum number of characters is 250. If you do not specify an upload title, the file name is used instead.
  12. Click Submit ticket.

    There can be a small delay while your ticket is created, particularly if you attach data.

    Warning: Do not close your browser window or navigate away from the portal browser window during ticket submission.

  13. Click OK.

    The support ticket continues to display. You can make further edits if required. See Edit a Support Ticket.