All support inquiries are managed through the Jira Support Desk, each subscriber will be allocated one login to the support portal, this is usually sent to the allocated CatchData Primary Contact.
First Time Logging in:
- The Primary Contact will receive a Welcome email in their inbox
- Click Visit the portal link
- You will be re-directed to the CatchData Service Desk portal
- Enter your full name and a password
- Click Save and Continue
Normal Login Details:
- From your web browser enter catchdata.atlassian.net
- Enter your email address and password
- Click Log In
- From the main page of the service desk
- The search bar allows you to search for previously answered support questions
- If you can not find a previous solution, select an option from the list
- Enter in required details
- Summary – Title of the support request
- Description – Be as detailed as possible when filling out the description, this ensures the CatchData Support team provide you with the correct support
- Attachments – upload any screen shots / documents etc
- Components – This section is optional, select available fields from the drop down list that suit your support request
- Click Create
- The CatchData Support Team will receive your request
- From the Service Desk home page, you can view all your support requests, click Requests
- You will receive an email notification once the CatchData Support Team have replied
- If further correspondence is required, you can reply directly from the email or
- Click on the Link at the bottom of the email to open the support request
- You can view all correspondence in regards to the support task
- If required, enter in your comment
- Click Add
- If no further correspondence is required, the CatchData Support Team will close the support task.
