Submitting a Support Request

Submitting a request through the Help Centre, provides an easy and efficient way to report and manage your support requests. Whether you’re experiencing technical issues, need assistance with a specific feature, or have any other inquiries, our support team is here to help. 

This guide will walk you through the process of submitting a support request and how to effectively use the support page to track and manage your requests.

How to Submit a Support Request

• Visit the Support Page:
  Go to https://edmesh.zendesk.com/hc/en-gb to access the EdMesh Support Portal.
• Navigate to the 'Submit a Request' Section:
  On the homepage, locate the Submit a Request link in the upper right corner of the page. Click on it to begin the process.

• Fill Out the Request Form:
  You'll be directed to a form where you can provide details about your issue or inquiry. Here’s what you need to do:
  • Subject:
    Enter a clear and concise subject line that summarizes your issue or question. Use relevant keywords to help categorize your request effectively (e.g., "Application Whitelisting Issue," "Web Filter Configuration," "Device Enrollment Problem").
  • Description:
    Provide a detailed description of your problem or request. Include any relevant information, such as error messages, screenshots, or steps to reproduce the issue. The more information you provide, the better equipped our support team will be to assist you.
  • Product:
    Select the specific EdMesh product you are using from the dropdown list. This could be Partner, District, School, Parent or Student. Identifying the correct product ensures your request is routed correctly.
  • Operating System:
    Indicate the operating system of the device experiencing the issue, such as iOS, Android, Windows, or ChromeOS. Providing this information helps our support team tailor their troubleshooting steps and recommendations to your specific platform.
  • School:
    Enter the name of your school or educational institution associated with the EdMesh account. This information is essential for verifying your account details and understanding the specific environment in which the problem occurs.
  • Device Name / Serial Number:
    Provide the device name or serial number of the affected device. This allows our support team to pinpoint specific issues related to certain devices and provide more precise solutions, particularly in cases where hardware might be a factor in the problem.
  • Parent / Student Email address:
    Enter the email address associated with the parent or student account if applicable. This is particularly important for resolving issues related to user-specific settings or permissions. It ensures that we can cross-reference the problem with specific user data and offer a personalized resolution.
  • Attachments:
    If you have any files or screenshots that can help illustrate your issue, you can attach them to your request. This can be especially helpful for technical problems where visuals can aid in diagnosing the issue.

• Submit Your Request:
  Once you have filled out the form, click the Submit button. You will receive a confirmation email with a ticket number for your request, which you can use to track its progress.

Tips for Effective Support Requests

• Be Clear and Concise:
  When describing your issue, be as specific as possible. Avoid vague language and provide clear details that can help our support team understand and address the problem quickly.
• Include Relevant Details:
  Attach screenshots, logs, or any other relevant files that can aid in diagnosing your issue. The more information you provide, the faster we can resolve your request.
• Use Keywords in the Subject:
  Incorporate relevant keywords in your subject line. This not only helps categorize your request but also speeds up the response time by routing it to the appropriate team member.
• Monitor Your Email:
  Keep an eye on your email for updates regarding your request. Our support team may reach out for additional information or provide status updates.

For any further assistance or inquiries, feel free to contact our support team at [e-mail]. We are committed to providing you with the best support experience and ensuring that your issues are resolved promptly and efficiently. 

Thank you for choosing EdMesh! 🙂