# Accessing Support

## Using the Service Desk Portal <a href="#using-the-service-desk-portal" id="using-the-service-desk-portal"></a>

### Accessing the portal <a href="#accessing-the-portal" id="accessing-the-portal"></a>

Standard Crisisworks customers can submit [new tickets via this link](http://datalink.freshdesk.com/support/tickets/new)

Enterprise customers can access our Service Desk Portal to view and submit tickets. <http://datalink.freshdesk.com/>

Contact your account representative or project manager at Datalink to arrange your login credentials. Once you have logged in, you can change this password via the 'Edit Profile' link.

### Logging Tickets <a href="#logging-tickets" id="logging-tickets"></a>

To log a new ticket, click New Support Ticket.

<figure><img src="/files/DfnncthaL1iRAZ3W7j0h" alt=""><figcaption></figcaption></figure>

The Support Ticket has four required fields. All other fields are optional, however the more information you can provide the better. The following is a summary of the ticket fields available.

<figure><img src="/files/cGzQrYn9lrzajkUeHDHT" alt=""><figcaption></figcaption></figure>

### Viewing tickets <a href="#viewing-tickets" id="viewing-tickets"></a>

Currently logged tickets can be viewed by selecting the "Tickets" menu option.

Tickets entered into this portal will be triaged by us and addressed according to the severity selected and its priority in relation to current development cycles.

You can search and filter the list, as well as export the list to Excel.

<figure><img src="/files/SGXrUdf8IZTerOrwQMmU" alt=""><figcaption></figcaption></figure>

### Exporting tickets <a href="#exporting-tickets" id="exporting-tickets"></a>

To export tickets, follow these steps.

1. Select a filter to view the list on screen
2. Click "Export Tickets"
3. Select the fields you wish to export
4. To see all tickets, adjust the "from" date field to a date in the past
5. Click Export

Unfortunately, correspondence within each ticket is not exportable and you will need to click into each ticket to read this information.

<figure><img src="/files/RSIXdwtTE3YgXUanja9R" alt=""><figcaption></figcaption></figure>

### When will my ticket be addressed/actioned? <a href="#when-will-my-ticket-be-addressedactioned" id="when-will-my-ticket-be-addressedactioned"></a>

Datalink's service desk operates to the following [Support Service Levels](/security-and-support/maintenance-and-support/support-service-levels.md).

### Escalating tickets and phone contact <a href="#escalating-tickets-and-phone-contact" id="escalating-tickets-and-phone-contact"></a>

If a ticket is urgent, then please do not rely on the service desk alone. After submitting the ticket, please call our service desk on 1300 DATALINK (Australia) or +61 3 9421 4400 (Outside Australia) to bring it to the attention to our support engineers.

Note that additional fees may be charged for priority service if outside of business hours (Melbourne, Australia — GMT+10:00)​


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