How do I create a TASS Software Support ticket?

If you need help using TASS, you can contact the TASS Customer Care team by submitting a Software Support ticket.

Access the Ticket System

You can access the TASS Software Support form through the following options. No matter which option you select, the same form will appear for your ticket submission.

TASS Customer Hub	On the TASS Customer Hub, click ‘New Ticket’ or ‘Submit Support Request’ on the homepage.
TASS Knowledge Base	On the TASS Knowledge Base, go to ‘Support’ and select the ‘Software Support’ link.
TASS.web User Interface	From the TASS.web User Interface, hover over your profile name and select ‘Support Request’ from the drop-down menu.

Log into the Ticket System

You will be prompted to log in to access the TASS Software Support form. You can use Single Sign-on methods (Microsoft 365/Office 365 or Google G Suite) or the username and password you created when signing up for an account.

If you are not using Single Sign-On, your username and password will be different to the credentials you use to access TASS.web and Staff Kiosk.

If you are a first-time user, use the Single Sign On option or click ‘Sign up for an account’. It is important that you use your School Email Address when creating your account, as this is what will link you to your school. After you create your account, you will receive a confirmation email. Click the link within the email to complete your signup. Then, log in and have a look around!

After logging in, the following screen will appear. This is where you can submit your ticket.

Submit a Ticket

Follow the steps below to submit a TASS Software Support request. The red asterisk (*) indicates compulsory fields.

Step

Details

1

This ‘Raise this request on behalf of’ field displays the username of the logged-in user by default. If you are logging the ticket for yourself, no further action is required.

If you are an approved TASS Administrator, you can use the drop-down list in this field to select another staff member and submit the request on their behalf.

If you require TASS Administrator access, your Business Manager or Principal can complete the TASS Hub Administrator Access form to arrange access.

2

In the ‘Product’ field, select the TASS product area you need help with.

If the selected TASS product includes modules and programs, you will also be asked to select the current screen that you are working on.

This information assists the TASS Support Ticket System in identifying the TASS team member with the most relevant product expertise to assist with your inquiry.

3

In the 'Priority' field, select a priority level for your support needs. Refer to the examples below for additional information on which option to select.

Click here for examples.

Examples

Priority	Examples
Low	I have product or development/test server questions (no impact on business workflow).
Medium	I have product questions (limited business impact).
High	I am having difficulty accessing information (moderate business impact).
Very High	A critical component or process is not working (high business impact).
Emergency	The system is down or a major malfunction is affecting business and a high number of staff.

If your system is down, refer to ‘How do I create an Emergency Support Ticket when TASS is unavailable?’ to ensure we can address your request as soon as possible.

4

In the 'Nature' field, select the type of inquiry you have. For additional information on which option to select, refer to the examples below.

Click here for examples.

Examples

Nature	Description	Examples
Guidance	For general assistance and how-to questions.	Where can I find a list of specific information? How do I add an attendance record for a student? How do I generate an email for a specific group of people?
Oops! Error	For immediate system errors that display a message.	When I press a button, I see an error message: "Oops! Something went wrong!"
Unexpected Result/Error	For issues where the system does not behave as expected but does not display an ‘Oops! Error’.	When I press a button, nothing happens, and no error message appears. When I run a process, I receive an unexpected or invalid result that should not occur under normal conditions. (This does not fall under the Guidance category.)
Data Corruption	For situations where data is unexpected or invalid and should not exist.	This does not include cases where a user manually entered incorrect data into a field.
Enhancement	For feature requests and improvements to the existing system.	I would like to request a new feature. The software currently works as intended, but adding a new feature could improve it. I would like to see improvements in workflows or additional quality-of-life enhancements.

This information assists the TASS Support Ticket System in identifying the TASS team member with the most relevant product expertise to assist with your inquiry.

5

In the ‘TASS.web Version’ field, select the version of the software that you are currently working in.

Where do I find the TASS Version?

This information is important as it helps the assigned TASS Customer Care team member diagnose and troubleshoot issues effectively.

6

In the ‘Details’ field, write a message to the TASS Customer Care team.

Important!

Please include details about:

Which record is impacted? Be specific. e.g. Invoice Number, Teacher Code, Activity Name.
What steps need to be followed to reproduce this?
Are other users affected, or is it just you?

7

In the 'Summary' field, provide a brief summary of your inquiry, similar to an email subject line. This summary will be used to name and identify your ticket in the TASS Support Ticket System after it is created.

8

Use the ‘Attachments’ field to attach any screenshots or videos.

Want faster, more accurate help? Upload screenshots or videos that show your issue and where it happened.

9

In the ‘Phone Number’ field, enter the phone number that the TASS Customer Care team can contact you on regarding this issue.

10

The ‘Email Address’ field will automatically update based on the user selected in the ‘Raise this request on behalf of’ field during Step 1.

The email address in this field will receive updates from the TASS Support Ticket System.

To update the email address linked to your TASS Support Ticket System account, please provide your new email address in the ticket 'Details' field.

11

The ‘Sharing with {Your School Name}’ field sets the privacy level for your ticket.

By default, your school name will be displayed in this field because ticket information is generally shared with the TASS Administrator at your school. This ensures they are aware of any issues you may be experiencing and can assist you on-site if needed. If you would like to share your ticket information with your school, simply leave this field as it is.

If your school name does not appear in this field, please let us know in the ‘Details’ field so we can add it to your account.

If your ticket contains confidential information that you do not want to share with your TASS Administrator, please select the ‘Private Request’ option from the drop-down list.

12

Click the ‘Create’ button to submit your ticket.

13

After you create a ticket, a summary page will display its details along with your assigned ticket number, e.g., CS-123456. You and any other users listed in the ‘Request Participants' section will also receive a link to the ticket via email.

On this ticket summary screen, the following details and actions are available:

	The blue and white text on the right side of the screen shows the ‘Status’ of your ticket. When the status changes to ‘IN PROGRESS,’ the TASS Customer Care team is actively addressing your inquiry. Tickets labelled ‘WAITING FOR CUSTOMER’ need your response to progress. If left unanswered for five days, the ticket will automatically close. A reminder email will be sent before closing the ticket. Tickets labelled ‘COMPLETE PENDING CUSTOMER’ indicate that the TASS Customer Care team believes your enquiry has been resolved, but you have the option to confirm this. If you do not respond within five days, the ticket will automatically close. A reminder email will be sent before the ticket is closed. Once a is ‘CLOSED’, you cannot re-open it; you must create a new ticket. If the status shows ‘ESCALATED’ or ‘UNDER REVIEW,’ this indicates that the TASS Support team is currently working on diagnosing or troubleshooting your issue. Tickets marked as ‘DEVELOPMENT REVIEW’ indicate that software development is needed to resolve your issue. You will be notified if this is necessary and will receive updates when your ticket is scheduled to be included in a software release.
	Click the 'Share' button on the right side of the screen to allow other users to receive ticket updates and add comments to the ticket. If you opted to share your ticket in Step 11, your school will be listed here in the ‘Request Participants’ section.
	Click the ‘TASS Hub’ link in the top left corner of the screen to return to the TASS Customer Hub. This is where you can submit another ticket if needed.
	If you have found the answer to your question and no longer require support, click the ‘Close’ button on the right side of the screen to close the ticket.
	Use the ‘Comment on this request…’ field to add any additional information that may help the TASS Customer Care team to diagnose and troubleshoot your issue, such as files, screenshots, or videos.
	Click the ‘Requests’ button at the top right corner to view your open or closed tickets.

Check for Updates

You will receive updates via email when TASS responds or the status of your ticket updates.

To comment on a ticket, reply to the email (do not alter the subject line) or click the ‘Add Comment’ link from with in the email to access the ticket in the TASS Support Ticket System.

Additional attachments can only be added from the TASS Support Ticket System. The TASS Customer Care team will likely not receive attachments sent via email.

Use the ‘My Tickets’ link in the TASS Customer Hub or on the TASS Knowledge Base to access the TASS Support Ticket System.

From the TASS Support Ticket System, you can check the status of tickets, reply to them, and add attachments for open tickets. You can also view the details of closed tickets.

After logging in, the following screen will appear. This is where you can view your ticket(s).

Use the list filter options to search for tickets that you have created or where you are a participant.

TASS Administrators can view tickets submitted by all staff at their assigned school(s). If you require TASS Administrator access, your Business Manager or Principal can complete the TASS Hub Administrator Access form to arrange access.

Manage your Support Account

To update your account information, click the ‘Profile’ icon in the top right corner of the TASS Support Ticket System screen.

From here, you can:

Add an avatar to your account.
Edit your profile name.
Select your preferred language and time zone.
Update your password (if you are not using Single Sign-On).
Log out of the Ticket System.

To update the email address associated with your account, please submit a TASS Software Support ticket.