Submitting a Ticket on the Customer Help Portal

Submitting a ticket

• To submit a ticket, go to the top right-hand corner of the panel and select "Submit a ticket".

Select the relevant Ticket Type from the "What brings you here?" dropdown menu.

• Several fields will appear based on your selection. Some fields are mandatory, marked with an asterisk (*). Your email address will be automatically populated if you are logged in.
  • There may be a recaptcha security challenge to be completed to prevent automated attacks.
• We provide the ability to record your screen directly from within your browser, removing the need for any third-party software or concerns around file size upload limits.
  • While optional, we strongly recommend attaching a screen recording wherever possible — particularly with a voiceover — as this greatly assists the support team in fully understanding your query, issue, or request.
  • Providing a recording reduces the need for follow-up information-gathering responses and can have a significant impact on the overall time taken to resolve your ticket.
• Once the ticket has been successfully submitted, a support representative will review your ticket and communicate with you until the issue is resolved and the ticket is closed.

Ask a Question

• Email Address (required) Enter the email address associated with your Cora account.
• Subject (required) Provide a short, clear title that summarises the Query (e.g. "How can users be planned on Tasks?").
• Screen Recording (optional but strongly recommended) Click "Record my screen" to capture any relevant background or information related to your query. 
• Description (required) Provide a detailed summary of the query in the text editor.

Report an Issue  

• Email Address (required) Enter the email address associated with your Cora account.
• Subject (required) Provide a short, clear title that summarises the issue (e.g. "Tasks tab returns an error when saving").
• Screen Recording (optional but strongly recommended) Click "Record my screen" to capture what is happening. 
• Description (required) Provide a detailed summary of the issue in the text editor.
• Severity (dropdown) Select the technical severity of the issue. Cora Customer Suport team will update based on SLA if left blank or incorrect to ensure alignment.
• Environment (required — dropdown) Select the environment where the issue occurred (e.g. Live/Production, UAT, Development) if all, please select Production .
• Site URL (required) Enter the full URL of your Cora site (e.g. https://yourorg.corasystems.com/YourOrg_Prod).
• Screen that issue happened on (required) Enter the name or path of the screen where the issue occurred (e.g. "Project Dashboard > Tasks Tab").
• What is the issue that occurred? (required) Describe exactly what went wrong (e.g. "Clicking Save on a task produces a 500 error and the task is not saved").
• Actions leading up to the issue Describe what you were doing immediately before the issue occurred.
• Acceptance Criteria – What did you expect to happen? (required) Describe the expected outcome (e.g. "The task should save and a confirmation message should display").
• Steps to Reproduce (required) List the exact steps needed to reproduce the issue, for example:

Navigate to the Projects screen

Open an existing project

Click on the Tasks tab

Edit a task and click Save

Observe the error message

• Business Severity (dropdown) Select the business-level severity of the issue you are reporting.
• Business Impact (required — dropdown) Select how broadly the issue is affecting your organisation.
• Business Severity Justification Provide context to support your severity selection (e.g. "This is preventing 15 users from completing their weekly reporting").
• External Reference Number If applicable, this allows you to enter your internal systems reference number (e.g. an ID related to your internal helpdesk/servicedesk such as ServiceNow, JIRA, etc.).
• Recording/Series of screenshots have been attached? (required — checkbox) Check this box to confirm you have attached a screen recording or a series of screenshots via the Attachment link below.

Change/Feature/Script Request

• Email Address (required) Enter the email address associated with your Cora account.
• Title (required) Provide a short, clear title that summarises the request (e.g. "Remove weekends from Timesheet view").
• Screen Recording (optional but strongly recommended) Click "Record my screen" to capture any relevant background or information related to your request. 
• Description of request (required) Provide a detailed summary of the issue in the text editor.
• Business Value  (required — dropdown) Select the relevant importance of this change for your business  (e.g. Critical - Low).
• External Reference Number If applicable, this allows you to enter your internal systems reference number (e.g. an ID related to your internal helpdesk/servicedesk such as ServiceNow, JIRA, etc.).