Frequently Asked Question

Plato has a professional osTicket support system to help ensure that customers get quick responses.

If you need to raise a new Support ticket:

• Email your request to support@platocode.com. If you are registered as an authorized member for your facility, a new Support Ticket will be created.

- or -

• Log into https://support.platocode.com and raise your new ticket.

For information on logging in, please see https://support.platocode.com/scp/faq.php?id=10

The advantage of logging in is that based on context, the Support System may be able to offer Knowledgebase (KB) articles that allow you to resolve the issue without raising a ticket. In addition, you can browse open tickets and check the KB.

Note that some facilities request that only designated IT personnel are able to raise support tickets. In that case, an emailed request may be rejected. Please contact your facility's designated Plato support person who can raise a Plato support ticket if needed.

If an Error dialog was raised: including the message is likely to assist timely responses.

Often the message will identify an error log file to be sent to Plato. If this file is included in the initial ticket, responses can be very timely. Otherwise it's likely that the first response will be to ask for the file, rather than to offer advice.

Some sorts of requested service are chargeable, and some facilities require Purchase Orders before chargeable work can commence. Please see  https://support.platocode.com/kb/faq.php?id=13 for further information.

If your request relates to an Open Support ticket:

• Reply to an earlier email regarding the ticket. This will automatically append your request to the ticket, rather than creating multiple extra tickets.

- or -

• Log into https://support.platocode.com and enter your response directly. 

Either way, your response will be copied to all collaborators on the ticket.

If your request relates to a Closed Support Ticket: a new ticket will be needed. On receipt of the new ticket, Plato personnel will be able to re-open closed tickets if that assists customer service, but generally it's best to resolve and close tickets as quickly as possible.

Can I e-mail Support Requests to my preferred Plato recipient?

Contractually, customers have agreed to use Plato's provided support mechanism, which is the Plato Ticketing system. A request entered in the Ticketing system helps to ensure a timely response and also ensures that ticket resolutions are available to other facility staffers if similar issues arise again. Not using the system may actually slow down support- e.g. if your chosen recipient has other commitments, or is on leave. Best response is to follow the support process and if your request needs to be escalated to a particular person, we can arrange that internally.