14/11/2021 - Development-X Help Desk Migration Now Complete

14/11/2021 - Development-X Help Desk Migration Now Complete

Development-X Help Desk Migration Now Complete
Your existing Development-X Help Desk account and tickets have been migrated to our new platform. This article provides information on how to set your initial access and submit new conversations (tickets) via the new Help Centre Portal.

If for any reason you are unable to access the Help Desk Portal, you can still submit new conversations (tickets) by email directly to partnersupport@development-x.com however this should be the exception rather than becoming your default method.

Establishing Your Password:

Whilst your existing Kayako Help Desk account and conversations (tickets) have been migrated to the new Help Desk, your password has not. Therefore you must perform the following task to set your new Password.

Please ensure this is completed prior to emailing any new ticket to partnersupport@development-x.com

Access the Help Desk portal by going to the following link. https://ostendo.kayako.com/login 

From the Sign In screen, click on "Get your password"

Now type your email address and click on the "Recover Password" button



Once this is complete, you will receive a verification email to you inbox with a link to reset your password.

You are now able to sign into your Help Desk Portal to view your existing conversations, submit new conversations and search the Knowledge Base

Starting a Conversation:

Press the "Start Conversation" button at the top of the page



Complete the New Conversation Form as below
  1. Subject: Type in a Relevant Subject. (If you are using your Organisations generic Help Desk account we suggest you prefix the subject with your initials. eg: "JB: Customer Name Change)
  2. Message: Type in a detailed message (be sure to include relevant background information. Notice the suggested Knowledge Base Articles on the right of screen are dynamically displayed based upon the content
  3. Upload Files: Include any screen shots or other files where necessary. NB: Do not attach large or database files, instead please supply download links in the message body.
  4. Priority: Select an appropriate priority
  5. Status: Do not amend the contents of this field. If you wish to complete this ticket, please send a reply requesting this in the conversation.
  6. Department: Select the relevant Department to categorise this conversation
  7. Ostendo Version & Build: Enter the Ostendo Version (found from Help->About in Ostendo)
  8. Operating System Software: Type in the Windows Operating System Version
  9. Hardware Platform: Select the appropriate Platform
  10. Accounting Software: Select the relevant Accounting Software Ostendo is integrated with.
  11. Freeway Version (if applicable): State the Freeway APK version (found from Help->About in Freeway)
  12. Press the Send button to submit the ticket.

Existing Open Conversations:
Once you log into the Help Centre you will be presented with all 'Open' existing conversations



At any point you can view all 'Open' and 'Closed' conversations by selecting the 'My Conversations' option at the top of the screen


You will now see all 'Open' and 'Closed' conversations.

NB: Once a conversation has been flagged as "Completed" by Development-X, it is automatically archived and the Status is changed to "Closed" after 14 days. This means that it will still be shown in your Closed conversations, however you will not be able to re-open that conversation and therefore must create a new conversation. Conversations marked as "Completed" within the 14 day period will automatically be re-opened if you add a further reply to the conversation.

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