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Frequently Asked Questions

Here you'll find answers to some of our most asked questions.

  • Creating a ticketing account

    To create an account for the Encoded help desk click the below link. encoded.kayako.com/signup Once registered you will receive an email with a verification link in order to activate your account....

  • Support: Out of Office hours

    Standard office hours: Monday - Friday, 09:00 - 17:00 Tel: 01293 229 700 Fax: 0870 830 1945 If you incur a problem out of normal office hours then please email: helpdesk@encoded.co.uk   In case of eme...

  • Ticket Response Times

    SLA response times vary on the severity of the submitted ticket. Ticket priority is subject to change based on the severity of the issue raised. Tickets are reviewed Monday - Friday 09:00 - 17:00. The...

  • Forgot password/ change password

    If you forget your password then this can be reset. Click on the 'Forgot Password' link underneath the login dialogue box. You will require you will receive an email link to reset your password.   If ...

  • What is the difference between an 'IVR Transaction' report and a 'TNS' report?

    You may find that as part of your customer payment service you receive two separate reports with similar information. Although there are some similarities between these reports, there is also a distin...

  • Creating a new ticket

    Tickets can be raised by emailing the detais to helpdesk@encoded.co.uk or by registering via the web helpdesk.encoded.co.uk, clicking on 'Start a conversation' and selecting a category and filling in ...

  • Logging a new ticket

    Tickets can be raised by emailing the details to helpdesk@encoded.co.uk or by registering via the web helpdesk.encoded.co.uk, clicking on 'Start conversation'. Once registered you can view progress on...

  • What does a transaction 'TIMEOUT' mean?

    Occasionally on a report the status of a transaction will appear as 'TIMEOUT'. This means that we haven't received a response from the bank or merchant within a given period of time, therefore there i...

  • How are tickets recorded and escalated?

    When a ticket is created via phone, email or though our helpdesk, it is filed under one of the following 'Types' and a member of our team is notified. Query Task Service Change Request Problem Inciden...