OWNA Helpdesk FAQ
How do I create a new ticket?
Who can create tickets?
Where can I find the tickets I've submitted?
Open the User Account menu (profile photo/initials in the top right corner of the web portal) and select OWNA Helpdesk.
I need to send through a menu, checklist, or events spreadsheet, how do I do this?
You can upload these as attachments when submitting your ticket!
Can I still call or use the chat function?
Yes! Our phone lines and chat are still open from 10am-5pm (Sydney Time). But please let us know when speaking to a support representative if you already have a helpdesk case ID to help speed things along.
I have more than 1 issue to raise, Can I raise as 1 ticket?
Please raise each new issue type as its own ticket. This will ensure your response is accurate and efficient.
How do I upload more than 1 screenshot to my ticket?
You can save your screenshots to your computer and attach them at the bottom of the ticket using Ctrl + V or Command + V.
How long will it take for my ticket to be resolved?
We will have a dedicated team actioning your support request to ensure a timely response.
Depending on the priority level assigned to your ticket the team will work as quickly as possible to resolve the issue.
Please refrain from adding multiple tickets for the same issue.
I do not know my case ID. How can I find it?
You can also see your Case ID’s on the OWNA portal under the OWNA helpdesk. You will also receive a confirmation email with your case ID.Â
I didn't receive an email when I created a new ticket. What do I do?
- Make sure the email address in your staff provide is correct and is a valid email address (or ensure the alternate email address entered is correct)
- Check your spam/junk mail inbox
- Check your case details from the OWNA Helpdesk page in the portal
My colleague has raised an issue. Can I add more information to it?
Staff members will only be able to see their OWN raised cases, Admin access will be able to see issues raised by the entire centre. You will need to ask the original poster OR an admin to add more info.
I am not happy with the response I received to my ticket. How do I raise my concerns?
You can still comment on a ticket even after it has been closed. So if you have new information to provide on a certain ticket or issue, you can add a comment and we can re-open it on our end if necessary.
- Further escalations can also be made via our other support channels by quoting the Case ID.
I get an error page when I try to open the link from the email
If you have a OWNA HQ login or logins to multiple services, make sure you are signed into the service that the ticket was created from. If you are signed into another service it will not be able to open the ticket.