As of 1st April 2015 ace@fisss.org will cease to function as the main contact address for the ACE System Support Team, and all related queries should be raised via the online Helpdesk. To assist your use of the Helpdesk we have produced a guidance document in support.

 

 

 

Any email sent to ace@fisss.org between now and April 1st will automatically be transferred to receive an automated response containing a Helpdesk Ticket Reference. This Ticket Reference number will help us to track your queries more efficiently and allow us to provide you with a better service. Please be sure to quote this number for any query where continued assistance is required.

 

 

 

 

 

 

 For more information please click on these links:

 

Accessing the Helpdesk for the first time

Raising your first ticket

Managing my Tickets

Searching Through Your Tickets

 

The Federation are pleased to announce that we are launching a new Online Helpdesk on the 10^th of November 2014.

 

 

From Monday when you log-in to ACE you will see the following Helpdesk Icon in the top right corner of the screen.

 

 

Click this and you will be automatically logged in to the new Helpdesk.

 

 

From here you will be able to contact the support team regarding all your ACE related queries such as Technical Support, Evidence Queries and Rejection Appeals.

 

 

The Helpdesk will help the Federation improve our customer service providing greater monitoring of our response times. It will also help us track common questions and trends to ensure that we continue to offer the best guidance that is tailored to our users. You will also be able to see the queries raised by your colleagues in the one place so that important information is shared across your organisation.

 

 

The Helpdesk is very simple to use and navigate however a small guidance document will be made available at launch. Please be aware that you will still be able to contact the ACE Support Team via ace@fisss.org during the early stages of the Helpdesk’s lifespan to ensure that there is no break in service.

 

 

We would love to hear what you think about the new Helpdesk so please let us know your thoughts.