BankTech service desk

Jira Service Desk is BankTech's support portal where clients can create and manage service requests

The BankTech Service Desk can be accessed at https://support.bank.tech

In order to gain access to Service Desk, you would need to be a customer of BankTech. Users of the BankTech Console will be onboarded as valid users on Service Desk.

If you do not have access, you can request it by sending an email to [e-mail].

Access

Before you can submit a support ticket with us, you will need to sign in to Service Desk.

You should have received an email invite from us which would guide you through this process.

Creating a Ticket

To create a new support ticket (also known as a Service Request), please visit the BankTech Service Desk. Once you have signed in, you will be presented with the BankTech Service Desk:

Choose one of the following categories and subcategories to ensure your request is directed to the correct Support team at BankTech:

Categories	Subcategories
BankTech Console	General Service Query
	Request a new account
	Fix an account problem
	Onboard new user
	Feature Request
	Report a System Problem
BankTech API	General Service Query
	Rate Limit Increase
	Request a new account
	Report a System Problem
Service Processing	General Service Query
	Missed Cut-off
	Activate new service
	Add new short name
Consultation	NAEDO migration
	Book a Technical Session
Billing	Invoice or Statement Query
	Service Usage
	Upgrade or Downgrade

Fill out the required fields and send us the request. You will receive an automated email confirming your request with a unique tracking number.

Managing requests

To view/manage all existing requests made by your organisation click on the "Requests" option in the top right corner of the screen.

Once a BankTech agent adds feedback or a comment on your request, you will be notified via email. You would also be able to view this under "Requests" on the BankTech Service Desk website.

Email Support

Should you wish to contact us via email, you can do so at [e-mail]. You will then receive an automated message with unique tracking number. An agent will then review and allocate your ticket to the correct department.

It is highly recommended that all BankTech clients to use the Service Desk portal rather than sending us an email.

This will ensure that the BankTech agent has the needed information to support you in an effective way. It will also make it possible for the team to efficiently prioritise requests according to your SLA.

Jira Service Desk is help desk software offered by Atlassian and serves as a place where Customers can report bugs, contact for help, access knowledge bases and request new changes.