Requesting help from Tes

Modified on Fri, 15 Aug at 5:36 AM

Preferred method: Submit a help ticket, as Tes will usually need to look at the .etz timetable file to help address the query. It allows the support team to provide a clear response in the email reply, and provide links to relevant Knowledge Base articles that give more thorough instructions than may be possible via the ticket.

Submit a Help ticket

There are two ways to submit a help ticket:

via the Tes Products -
- Timetable (E10)
- Cloud (Daily, Online Choice)

Help ticket via the E10 Timetable

The landing page of the E10 application, called the 'Dashboard', has a link in the bottom right hand corner to easily create a support ticket.

Click on the 'Get help!' link in the bottom right hand corner of the Dashboard
Complete the details:
Email from: Enter your email address (your computer will remember this for future help tickets)
Subject: Choose the most appropriate category from the options included
Please provide a one line description that summarises your enquiry: Enter your one line summary here
Description: Please explain in detail with steps and examples
Attachments: The .etz timetable file will automatically be attached to the help ticket. Further attachments that will help the Timetable Specialist understand the query, such as images or other files, may be attached via the 'Upload' button

Send.

Help ticket via the Cloud products (Daily, Online Choice)

When logged into the Cloud server (Daily, Online Choice):

Click on 'Get Help' at the bottom right corner of the screen (scroll down if you are unable to see it)
A window will appear for you to fill in the details

Once the ticket is submitted, you will receive a receipt confirmation email with your ticket number
You may reply to this ticket with further information

If you are unable to access our Get help function within the module, please email us directly at customer.supportau@tes.com to report the issue.

Effective from 7 July 2025, we will be removing phone support for Tes Timetable to allow us to focus on enhancing our online support resources and providing faster, more efficient assistance through our digital channels detailed above.