New Support Ticket system

7th August 2025

Today we soft launch our new IT Support Ticket System based on the Zoho Desk platform.

This will give you the ability to create a new ticket via Email or via a form on this website.

You will receive confirmation via email and there is the opportunity to view the ticket status via a Portal, also accessible via a link from this site. You will need to create you own login for access.

Create a new ticket

Either use our form: https://it.bachmann.co.uk/create-support-ticket/

or create a new email by typing into Outlook ‘New Ticket…’ like this:

and select the suggested email address that appears.

Your ticket can contain attachments, screen shots / pictures and as much detail about the step you have taken up to the point of the incident or error, including the error itself, and any remediations you have taken.

You will then receive an acknowledgement email with Ticket ID number. This will be visible to the IT department who will then assign the task to the appropriate person. Communications may continue via this ticket thread or in person.

Self Service Help Portal

In the acknowledgement email (as shown above) click the ‘View ticket’ link. To access this you must Sign Up first. This is a one-time process assuming you always use one email address.

You’ll receive an invitation email, click the link to accept

The next step is to set your password, as instructed

Now you are logged in, click My Area where you can view your tickets, reply and manage, even close them, all here or if you prefer via the email conversation in your Outlook inbox which will mirror any activity and vice versa.

You can also raise new tickets using the button at the footer (login is not required to submit tickets, but it’s better if you do).

The ticket system will then hold a record of the incident and resolution, and provide a method by which we can monitor incidents, spot trends and measure performance. We will build a knowledgebase which will help others too.

Timeframe

The Ticket system is live and available to use now.

Our it support email address should not be used, it has been effectively replaced by the new Ticket system. The same applies to Teams chat (though we will have something in future that integrates Teams with the ticket system…)

By 1st Septemeber 2025 we request that all help or problem requests are logged using this ticket, and not our group or personal emails. Telephone is still acceptable, though it helps to raise a ticket first. This way, we can serve you better.

Exceptions: Urgent requests such as no service, equipment failure, or some catastrophic emergency: call us or knock on our door!

Web Builder, marketing conmmunications and project discussions can be conducted as normal via email to the addresses already in use for these purposes.

Thank You,

IT.