Help & Support Widget: submit a ticket or search articles

On the right hand side of every screen in SimplySwim, you will find the handy "Help & Support" widget.

This blue button is a quick and easy way to send a question/issue/cry for help directly to Support via a ticket. It also has a search function for our wealth of articles to help you.

When you click on "Help & Support", this window will pop up:

Submitting a ticket

This window automatically populates your unique Site ID and your email address. If you have multiple sites, please include the Site ID related to your ticket.

Please include a subject.

In the email body, please include as much detail as possible about the question/issue. To save back and forth, be as specific as possible. Include things such as: 

- Family name and Family ID

- Student name and Student ID

- what the issue is

- if it is about a class, be specific with the level, time, day, lane, teacher (if there are multiple classes the same)

- if it is a finance issue, what you think the balance should be or if you think the balance is incorrect

- what the enrolment should be if it is incorrect

- an error message if you are receiving one.

All of these pieces of information can help us to resolve your ticket as promptly as possible without having to come back to you for further information.

Please sign off the email with your name - sometimes emails come from a generic email address used by multiple staff, and we love being able to reply to the right person.

Attach related files or screenshots if you have them. If you need to take a screenshot of something, you can "Print screen" or you can use a program (such as Lightshot Screenshot) to provide screenshots. Every bit of information is useful.

The default ticket priority is set to "Low". You can change this. Ticket priorities are explained here: Support ticket priority levels explained

When you have finished entering all the information in your ticket, click "Create Support Ticket". 

TIP: If you can't attach files/screenshots to your initial ticket, check your email and send more information via the email ticket receipt in your inbox.

Articles

Have a question? It's likely there is an article explaining the information you are looking for. If you would like to search for articles for help on a subject, click on the "Search Articles" or magnifying glass in the top right hand corner and a side window will pop out. Enter your search in the search bar at the top and articles related to that topic will begin to appear. Click on "Show all results" to show more articles from our knowledge database and a description of the article contents. 

There is a wealth of knowledge in our database with easy to follow step-by-step instructions with screenshots for you to follow. Articles are regularly updated, so make sure you check back regularly for your topic, or try a different key word search.

REMEMBER: No question is ever too big or too small. We are here to help!

Last updated 28 May 2021