Raising a Helpdesk Request in Connor

The Connor panel has two tabs at the foot of the panel. Chat [1] is Connor itself, the AI assistant that answers your questions about the platform. Helpdesk [2] is where you reach the FIFTH DOMAIN support team.

Support requests are raised from the Helpdesk tab wherever Connor is available. This replaces the separate support messenger previously shown on the platform, so everything now runs through the one panel.

A banner [3] sits at the top of the Helpdesk tab confirming that your request is answered by the FIFTH DOMAIN support team rather than by Connor, along with how long a reply usually takes.

Connor opens in a compact panel at the side of your screen. To see more at once, click expand [4] in the panel header.

In the expanded view your requests are listed down the left [1], and the request you are working on fills the rest of the window. To return to the compact panel, click shrink [2] or press Esc. To close Connor entirely, click close [3].

Connor can answer a lot of questions on its own, so it is worth asking in Chat first, as you will usually get an answer straight away. Raise a Helpdesk request when Connor does not have an answer or the answer does not resolve your issue, when something on the platform is not working as expected, when you are blocked and need a person to look at your specific account, competition or environment, or when you want to give feedback on Connor or another platform feature.

If you ask Connor for support in Chat, Connor will still try to resolve your question first, and will then point you to the Helpdesk tab to raise a request. Where a request is raised this way, your conversation with Connor is carried into it, so the support team can see what you had already tried.

The Helpdesk tab lists the requests you have raised, each showing its title [1], ticket number [2], how long ago it was raised [3] and its current status [4].

If you have not raised anything yet, you will see a message explaining that your requests will appear here once raised.

To start a request, open the Helpdesk tab and click New Helpdesk Request.

The form confirms the account the request will be raised under next to Raised by [1], and the platform it originates from next to Platform [2], so you can check you are raising it from the right place.

Enter a short Title [3] describing your issue. This needs to be at least 8 characters, and it is the first thing the support team sees, so a specific title helps your request reach the right person faster.

Use the Description [4] to explain what you were doing, what happened, and what you expected instead. This needs to be at least 25 characters.

The screenshot below shows the same form in the expanded view. Organisation [2] is filled in for you and identifies which organisation your request relates to.

When you are ready, click Create Request [3]. If you change your mind, click Cancel [4].

The more context you include in your Description, the more quickly we can help. Where relevant, please include the competition and challenge you were in, what you were trying to do and what happened instead, the exact error message if one appeared, when it happened with an approximate date and time, and your browser and whether you have tried a different one. A screenshot of the issue is often the quickest way to show us what you are seeing, and can be attached once the request is open.

Each request carries a status, shown in the list and at the top of the request itself:

Submitted — your request has been raised and is waiting to be picked up by the support team.

In progress — a member of the support team has picked up your request and is working on it.

Waiting on you — the support team has responded and is waiting for you to reply, for example where they need more information before they can go further.

To open a request, click it in the list. At the top you will see the ticket number and its current status [1], followed by the request you raised.

Below that, the thread shows everything that has happened since: status changes, a line naming the support team member who picked your request up, and their replies [2] with their name and the time they replied. Your own messages appear on the right of the thread.

To respond, type into Reply to Support [3] at the foot of the thread and send. Press Shift + Enter for a new line.

To attach a screenshot or file to your reply, click + [4] to the left of the box and choose it from your computer, or paste an image straight into the box. The file appears above your message [5] before you send, and you can remove it using the cross in its corner.

Files are attached from the thread rather than from the new request form, so if a screenshot would help, raise the request first and add it in your reply.

You do not need to keep the Connor panel open to follow your request.

If you are working elsewhere on the platform, a notification appears on screen each time your request moves. You will see one when a member of the support team replies [1], showing who replied, the ticket number and the start of their message, and one when the status of your request changes [2]. Open the Helpdesk tab to read a reply in full.

You will also receive an email each time there is an update on your request. The subject line is Your Helpdesk Request ticket # followed by your ticket number, and the email shows the request title, its current status, the platform URL and the organisation. Replies from the support team arrive in the same email thread.

The email is for updates only, so you cannot reply to it. To respond to the support team, open the Helpdesk tab in Connor and reply in the request thread.