Submitting a Support Ticket

When should I submit a ticket?

Need help or have a question? Please submit support tickets to CTA to get help with your issues. Some common examples of support include:

• Requesting a PAD account for an additional team member.
• Getting support resetting your password or unlocking your account.
• Notifying us about issues or bugs with your data.
• Asking a clarifying question about CTA’s offerings.
  
  

Where can I submit a ticket?

You can submit support tickets using two different methods:

• Email CTA staff at help@techallies.org.
• You can log in to NotePAD and submit a ticket through the website.
  
  

Ticket submission best practices.

When submitting a ticket to CTA, please keep these tips in mind:

1. Submit one issue per ticket. This will help us better understand your problem and help us troubleshoot more effectively.
2. Be as descriptive as possible in the ticket. Avoid vagueness and general inquiries for help.
3. Provide a screenshot or a recording of the issue you are seeing. This is helpful if you encounter an error message, permission issue, or bug in one of our tools.
4. Please indicate important deadlines or dates the issue may be impacting. We want to be mindful of deadlines affected by the issue you are experiencing. This context will allow our team to provide the necessary bandwidth to troubleshoot the problem.
5. Please do not use an existing ticket thread for a separate issue.  If we've already resolved a ticket for you, it's best if you don't reply to that same thread with new issues. Instead, if you need help with something else, submit a fresh support ticket so we can keep things organized and make sure your problem gets solved as efficiently as possible.
   
   

What are CTA’s current support hours?

CTA staff monitors incoming support questions from 9 a.m. to 5 p.m. EST, Monday through Friday. Our support hours can change due to demand and periods of increased activity, and we will communicate them accordingly.