At Dunia, we try and make sure everything is clearly documented and works well, but sometimes things go wrong. We've added a support portal, served by dedicated support experts to answer any queries or solve any problems you might have. Here you can find out how to get help, when something isn't quite as you'd expect.
¶ Contact methods
¶ Helpdesk
You can access the Helpdesk by visiting the Dunia portal, and clicking the Support link in the footer at the bottom of all pages. You'll need to be logged in to your account to access the Helpdesk, so you'll be redirected to the login screen if you aren't already logged in. If you haven't got an account, see the further options for getting in touch below.
¶ Creating a ticket
On the Helpdesk homepage you can create tickets easily by click the green plus button found on the left lower corner of the page as seen in the image below.
Upon clicking the button, a dialog box appears on the right-hand side, enabling you to create your ticket. The ticket consists of various components:
- Title: Provide a descriptive title that enables support members to quickly identify the issue, expediting the resolution process.
- Text: Detail your problem here and, if necessary, attach files such as screenshots to provide additional context.
- Group: Choose a relevant topic that best categorizes your request, aiding in the efficient allocation of tickets to the appropriate support group.
When you are done just click the button “Create” on the right lower corner.
¶ Interacting with tickets
On the Helpdesk homepage, your open tickets are displayed on the left side in a list. Additionally, on your main Overview page, you can also find a list of your tickets.
When you click on the ticket name, you can access detailed information and interact with the ticket.
- Below the section labeled “Enter Note or select attachment…”, you can respond to the support or provide additional information for the ticket. Your actions trigger notifications to the support team, ensuring they are informed of the updates.
- In the upper right corner, you have the option to change the status of your ticket. If you are satisfied with the resolution and no further input is needed, you can mark your ticket as “closed”.
All these actions require confirmation by clicking the “Update” button located in the lower right corner.
If you haven't got a Dunia account, you can also get in touch with our support team by sending us an email at the following address:
helpdesk@eoafrica-dunia.org
Within a few minutes, you'll receive an email with confirmation that we received your request:
After this, you'll get a response from our Helpdesk team within one working day - in line with the Dunia Service Level Agreement.