What should I do if I encounter a technical issue with askelle?

Created by Donald Uy, Modified on Sat, 8 Feb at 11:35 AM by Taylor Kawaguchi

If you encounter a technical issue, you can submit a ticket to our Customer Experience Team in two different ways: 

  1. Directly on the askelle Dashboard:
  • In your askelle account, click the “Support” link on the bottom lefthand navigation bar

  • When you click the link, it will open up a new mail tab using your default email settings (Gmail, Outlook, Mail App)

  • Draft an email explaining your technical issue and send.

  • This email will be automatically tracked in our ticketing system, and our Customer Experience Team will reply directly to your email. 

  1. Through the askelle Customer Knowledge Base:

  • In your askelle account, click on the “Customer Knowledge Base” button on your Dashboard

  • On the top right of the askelle Customer Knowledge Base, click “Submit a Ticket”

  • Fill in the required fields, and draft a description explaining your technical issue.

  • Complete the reCAPTCHA and press “Submit”

  • This submission will be automatically tracked in our ticketing system, and any responses you receive from our Customer Experience Team will be directly sent to your email address. 

  • You can also track the status of your ticket and ticket history by clicking the “View all Tickets” tab in the centre of your Customer Knowledge Base Dashboard

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