ODS Support and Self service portal access
The URL to the ODS Support portal is: https://odsuk.freshdesk.com/support/home
The Self Service portal has a knowledge base, or help texts. This information is continously improved and updated. Your feedback is welcome on how we can improve the information here.
You can also raise support tickets and view ticket status. To create and access ticket history you need to Sign Up for a Login.
Please use your company email, i.e. the same email that you will use to raise support ticket.
If you prefer to raise the support ticket by emailing our support email: support@odsuk.freshdesk.com and you don't see value in being able to access the the tciket status online, then there is no need to Sign Up for a Login.
There is no costs associated with the Self Service portal access account.
Raise a support ticket on the Self Service Portal
Once logged in you can raise a support ticket on the Self Sevice Portal by clicking on the, "New Support Ticket" button.
It is frustrating when things don't work as expected and many times it is important to find the solution as quickly as possible.
For our support team to be able to respond as quickly as possible, and to avoid the additional time it adds to the resolution time of us going back to ask for more information, it is important that we receive clear and specific information about the issue.
It also helps both our support team, and you to identify the support ticket email if the subject line is informative.
Example of Good of Subjects and Description:
Subject: Order 1234 missing postcode
Description: We can see that this is not the customers normal delivery address ....
Subject: Part number : SKU123 is not visible for some customers
Decription: User XXXXX claim that they can not see this item, logging in via our admin user we can see this item ...
Example of poor Subject and Descriptions:
Subject: Some product data is wrong
Description: Some descriptions wrong and one of the Product names
The reason this is difficult is that a product can have somewhere between 50 and 100 product attributes, a site can have 100.000 customers, 100.000 products and several million price list lines (with customer specific pricing).
To enable us to identify the issue, resolve and or respond quickly:
Provide relevant and specific information, e.g. product code, customer number, username.
Has data change, price list changes been made for the specific product or customer.
Which account is used when the issue appears.
If you are able to reproduce the issue, please provide the steps on how to reproduce, and we will be able to help you very swiftly.
Thank you,
ODS Support Team