Athena Helpdesk

 

The Athena Helpdesk allows customers to keep track of all support requests submitted to Athena and also report faults to us as an alternative to email or telephone. When a customer requests help, a support ticket is created and the customer is given a ticket number with which they can track the progress of their request via the Helpdesk.

Alternatively, support requests can be submitted directly via the Helpdesk. All one needs to do is fill in the form and then one of our engineers will get back to you within 2 hours. The form is easy to fill in but, just in case you have any problems, follow the instructions below:

To start, on the main Athena website, click the "Helpdesk >" button, and the helpdesk will open in a new tab. Click on "Submit a ticket".

You can then select a category for your enquiry:

  • General Enquiry : Used for "How do I...?" type queries, and questions that don't fit into other categories.
  • Fault - Hardware: Used for suspected hardware problems, eg non-functional mouse, damaged screen, no power etc.
  • Fault - Software: Used for help with installing or errors with operating system and other software.
  • Fault - Other: Faults that do not seem to fit in the other categories.
  • Training - Internet: To request training on using the internet (eg: browsing, shopping, banking etc)
  • Training - Software: To request training on new software (eg: Microsoft Office, drawing programs, new OS etc)
  • Training - Other: To request IT training that does not fit into the other categories.

Once a category has been selected, you will be presented with a form. You will need to enter your name, email address and telephone number, (these will only be used to contact you regarding your ticket), select a priority and enter a subject and your message (eg description of the fault, a question you would like answering or training required). You can also upload a file such as a screenshot to accompany a fault report.

On the fault forms, you will need to provide some extra detail: Select your equipment type, enter the manufacturer and model (eg Manufacturer: Dell, Model: Vostro 460) and, if known, the serial number (in the case of Dell, IBM and HP machines, we can use this number to find the default machine configuration). Select your operating system (eg Windows 10, Windows 7, Linux etc) and, if you know, the architecture (if its 32-bit or 64-bit).

Once the form has been filled in, then enter the Captcha code as shown and then click "Submit". This will submit your ticket to us. You will received a confirmation email and our engineers will receive an alert that a new ticket has been submitted. Once an engineer has reviewed the ticket, you will be contacted, usually within an hour, but no more than two.