FAQ T VC Helpdesk ticket system

Why has TVC introduced a Support Desk ticket system?
We have introduced this system to ensure we accurately track the volume and types of support you require. Based on this data we can ensure our, documentation, workshops, technical information, training and “how to” videos are meeting your needs. Furthermore a system such as this will adapt our services to you as required

So how do I log a request and what’s the web address?
Details for accessing the Support Desk and logging a ticket were issued when you signed up for TVC. If you have problems finding the access details, please contact supportdesk@tafevc.com.au.

Who can log a ticket request?
The ticket system is available to your Administrators. TVC looks to your Administrators to be their institutions “in-house” experts for your trainers and students.

What should I do if I need to report an emergency TVC system failure?
We are currently in the process of creating direct phone access. In the meantime for all requests please log a support desk request.

How does TVC process and direct phone calls or emails from Teachers or Students?
Should ever a student contact TVC we will always direct them back to their respective institution. We do this as we have no way of verifying who they say they are. Occasionally a Teacher might make contact with us. We will direct them to their PA as we appreciate you also need to keep track of the kinds of support your Teaching staff need.

What should I do if I misplace my login details or what if a PA leaves and a newbie starts? Who takes care of the Support Desk usernames and passwords?
Please contact us via supportdesk@tafevc.com.au and we will re-issue your details or create a new account ASAP.