Contacting Technical Support or Raising a Ticket

If you can’t resolve an issue, you can raise a support ticket through the SkillSet Support Portal. Our support desk allows you to submit a request, attach screenshots, and track your ticket’s progress online.

Before you raise a ticket

Check:

• You’re using the correct site URL.
• Your browser is up to date (see Browser and Device Compatibility for Moodle).
• You’ve tried basic troubleshooting such as clearing your cache (see Clearing Cache or Cookies to Fix Display Issues).

How to raise a ticket

1. Visit the Support Desk and choose New support ticket.
2. Complete the online form, including:
   • Your email address (use the same email address you use for Moodle, if possible)
   • The Moodle site URL
   • Course name (if relevant)
   • A clear description of the problem
   • Screenshots or error messages, if possible.
3. Submit your ticket. You’ll receive an email confirmation with a reference number.

Creating an Account (to Monitor Ticket Progress)

1. You can create a SkillSet Support Portal account to view and track your tickets.
2. On the support portal homepage, select Sign Up (or Log In if you already have an account).
3. Register using the same email address you used to submit tickets.
4. Once logged in, you’ll see your ticket history, current ticket status, and any responses from the support team.

You can also reply to tickets directly through the portal or by replying to the email thread.

Tip: Creating an account isn’t mandatory, but it’s recommended if you want to check progress or manage multiple requests.

After submitting

• You’ll receive automatic confirmation by email with your unique ticket ID.
• Our support team will respond within the timeframes set out in your organisation’s Service Level Agreement (SLA) - typically this is within 24 hours.
• If we need more details, you’ll receive an email requesting additional information.
• When your issue is resolved, you’ll get a closure notification.

Reminder: Always include as much detail as possible when submitting your request. This helps our team identify and resolve your issue more quickly.