For cases where you have a question that has an answer that we can immediately provide, contact us via Slack. Follow the instructions on the workflow link below (If this is the first time that you’re making contact with us.):

1 how-to Contact the Silverband Help Desk - Instant Message Via Slack

Anything that requires us to investigate further or provide detailed instructions or troubleshooting steps, should be raised as a ticket. Follow the instructions on the workflow link below (If you’re not yet familiar with our ticketing system, else, click directly on our Customer Portal link):

1 how-to Contact the Silverband Help Desk - Ticketing System

Assumptions

NOTE

Each institution will normally have one or two key people with whom Silverband will communicate. These key people are your Authorised Paradigm Contact(s). These contacts are assigned by your institution as people from whom Silverband will accept tickets, requests and other communication. If communication is received from other users, Silverband will refer these issues to the Authorised Contact(s) from your institution, and the issue may not be acted upon.

Workflow

how-to Contact the Silverband Help Desk - Instant Message Via Slack

INFO:

Each institution's key authorised contact(s) is assigned a Slack profile to communicate with the Help Desk team via Slack (instant message).

Slack is intended for cases where you have a question that has an answer that we can immediately provide. Anything that requires us to investigate or provide detailed instructions, should be raised as a ticket (see below instructions on How to Contact the Silverband Help Desk - Ticketing System).

1 Click the link below (depending on your Operating System) to download Slack.

Windows | Downloads Downloads

2 Sign in to the Silverband workspace by clicking on this link: https://silverband.slack.com/

3 Enter the login details assigned to you.

NOTE:

Each institution is assigned its own Channel to report issues, ask for help etc.

how-to Contact the Silverband Help Desk - Ticketing System

1 Click the link below to log in to our Help Desk Portal:

https://silverband.atlassian.net/servicedesk/customer/portals

2 Once you’re logged in, click the Common Requests option, and then Request Support.

3 Summary: Enter a summary or title of the issue or request.

Description: Describe in as much detail as possible the issue or request, including examples, student numbers, or the URL of a page as required.

Attachment: Attach files, screenshots and examples as required.

4 Click the Send button. A duplicate copy of the request will be sent to your designated email address.

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