Champion Data Australia Service Desk
Partners can submit a Service Desk ticket to contact our Service and Support team.
This Service Desk is monitored during Australian business hours, in accordance with Service Level Agreements.
Points to Note:
- Customers can submit a ticket using their name and email address. You do not need to have a Service Desk Portal account to do so.
- Upon ticket creation, you will receive an email with a link to your request.
- Customers will continue to receive email updates when the ticket is progressed, or when there is a response to their inquiry. You can turn these off if you wish
- Customers can create a Service Desk Portal account by selecting the Log In option in the top right of the Service Desk and following the prompts
- Service Desk Portal account holders can:
- View all your created tickets
- View tickets from other members of your organization
- Reference ticket information such as status, ticket number and Requester name
Organizations
- The Service Desk is configured to automatically assign customers to their correct organization by their email domain name
- This occurs on ticket creation - customers who have created a portal account but not submitted any tickets will not have visibility on all organization tickets automatically.
- To ensure visibility across all tickets from your organization, you can:
- Create a portal account and submit a ticket
- Reach out to our Service and Support team with a list of users from your organization, and we can add these members to the correct organization
- All users will need to create a Service Desk account for access, using a verified email address and password creation
Customers using a generic email provider will not be added to an organization for security reasons. You can still view your created tickets but will not have visibility over wider organization tickets. Where possible, please use an email account belonging to your organization.
- Partners working with other organizations may be joined if appropriate, subject to an approval process
- Organizations with multiple domain names can be joined together on request. The Service and Support team will monitor incoming tickets to ensure sub-domains are added to the correct master Organization
Frequently Asked Questions
Do we need to be onboarded to the Service Desk?
No. The Service Desk is self-service. Customers can submit tickets and create a portal account without needing to reach out to the Service and Support team
Do I need to make an account to submit a Service Desk ticket?
You do not need an account to submit a ticket, so that important inquiries can be submitted quickly. You should create an account to help with visibility on your ticket status and to view tickets across your organization.
I have an urgent issue needing attention on a matchday. Will the Service Desk be monitored for matchday issues?
No. The Service Desk should not be used for critical game day issues. Our bunker managers are the first point of contact via our bunker phone – (03) 9693 1317. During business hours, the Service Desk is the correct place to lodge an inquiry. Our support email – support@championdata.com.au is also monitored, however customers are advised to use the Service Desk for all inquiries.
Do you have an email address to submit a ticket, instead of having to use the Portal?
We do not offer a direct email address to submit tickets. Customers are directed to use the Service Desk Portal.
Can I reply to tickets via email?
Yes - once the initial ticket has been submitted, replies can be made by replying to the email you have been sent.
If your reply address is different to the email used to submit the original ticket, this will create a new ticket on our Service Desk. Please keep this in mind. In those instances, the preference is for replies to be made via the Service Desk portal to allow us to support you more quickly.
Where do I view my tickets?
In the top right of the Service Desk Portal is your user account. Click on Requests to view all tickets assigned to you or your organization. You can also use the filters to display previous tickets marked as Resolved or Closed.
Can I share tickets with my colleagues so they receive an email and updates?
Yes. You can click on the Share button in the Service Desk portal and type the required email address.
I have made a Portal Account but I still can’t see my Organization tickets. Why?
Our automation runs upon Ticket Creation - if you have not submitted a ticket yet, your portal account will not be linked to your Organization. This will be resolved on your first ticket creation. This ticket can be a simple request to ask the support team to check your portal account is linked correctly in the Service Desk. By submitting this ticket, it is likely your portal account will immediately show all Organization requests, but our support team can assist where needed.
Can our Organization or users be whitelisted in advance so that all our staff can see all open tickets?
We cannot whitelist organizations or users in advance, as our Service Desk will not know of all potential users until each of them have submitted a ticket or they have been manually added by our Service and Support team. This also ensures the security of tickets, as each user is required to have access to the email specified in the ticket and set their own password.
I have submitted a ticket which has been classified as a Feature Request by the support team. How do I receive updates on the progress of the Feature Request?
Feature requests are subject to a triage and approval process. Partners will not have visibility on the feature request ticket progress. Please reach out to the support team for guidance on your requested features.
Why has my ticket been closed?
Tickets awaiting a response from the customer will be automatically closed after a period of time. Tickets will also be closed by the support team if the issue is resolved or the inquiry is no longer relevant. The support team will regularly review outstanding tickets to resolve them as quickly as possible. Customers wishing to address an issue with a previously Closed ticket can submit a new ticket and reference the previous ticket number for our Service and Support team.
I have a problem with my Service Desk Portal account. How do I get help?
You can still submit a ticket without a functioning portal account, so please reach out to the team via the Service Desk with a description of your issue and the Service and Support team can help you.