Support Tickets

Support Tickets

Support Tickets

This book includes an online Help Desk you can use to ask questions, report technical issues, and share your feedback. 


How to Submit a Ticket

You can submit a ticket from within the online textbook or by email. 


Submit a Ticket from the Online Textbook 

1. Click on the support icon in the bottom right-hand corner of the page.


2. Go to the tab that says  Questions? Problem? Suggestions?  and click  Add Ticket. 

3. Fill out the subject, description, and classification for your ticket.

4. Click  Submit.
​

Submit a Ticket by Email

Send an email to: studentsupport@coursekata.zohodesk.com

 

What Makes a Good Ticket?

Here are some tips for writing a good ticket:  


Title 

Title should be concise and meaningful

Good: “Error in CK Code: ch1-3 ”, “Question about confidence intervals”

Bad: “Help me!”, “Issues”

 

Description 

A good description will tell us:

  • what the issue/question is
  • what it relates to on the page

Good: “There is a typo in the second paragraph. The text says “conferdince interval”, when it should say “confidence interval”

Bad: “My R code won’t work”

 

Screenshots

Include screenshots whenever possible. To add a screenshot:

  1. Take a screenshot (COMMAND + SHIFT + 3 on a Mac). 
  2. Click the image icon in the Description field. 
  3. Click upload. 


 Classification

Classifying your ticket helps us respond faster. To classify your ticket:

  1. Click Classification
  2. Select classification from the dropdown menu

I Submitted a Ticket. What Happens Next?

Someone from our support team will read your ticket and get back to you as soon as possible.


Check your email

When someone replies to your ticket, you’ll get an email. You can respond to that email to respond to the ticket thread. 


Check the support widget in the textbook

You can also check on the status of your tickets within the textbook by clicking on the Support icon.

 


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