Dedicated support is how you raise a problem with somebody at Asiri. Say which clock you are under, and the ticket carries it.
Who can do this
Anyone in the workspace can raise a ticket, read the workspace's tickets and reply to them.
Find it
Open Help centre from your account menu and press Contact support. The page is Dedicated support.
Raise a support ticket
Under Raise a support ticket:
- Choose what kind of help you need:
- Something with a legal deadline: a breach clock, request due date or filing deadline.
- We cannot do our work: a connection is down, evidence will not upload, or an audit is stuck without a statutory deadline.
- A question about the product: how something works, or whether Asiri can support a particular workflow.
- For a legal deadline, choose Which clock applies? and give When did it start? and When is the deadline?. If you are not sure, choose Not sure which clock applies.
- Give a Subject and say what is happening and what you have already tried.
- Press Send to support.
Your tickets
Support tickets lists every ticket the workspace has raised, including resolved and closed work. Each shows Open, With Asiri, Waiting on you, Resolved or Closed, who opened it, and who it is assigned to.
Press Open ticket to read the conversation. Write your reply and press Send reply.
What support will not do
- Make the compliance decision. Support can explain the Act and what your records show. The judgement stays yours.
- File on your behalf. Only a licensed firm submits a return, and Asiri is not one.
- Reach into your workspace unasked. Support access is requested, time-boxed, and recorded on your audit trail.
Common questions
"What does Waiting on you mean?" Support has replied and needs your answer.
"Can support see our records?" Only if you let them in, for a time you agree, and every action is recorded on your audit trail.