Help and community
Reporting a problem to Orin
How to raise a support ticket, what Orin attaches to it, what each status means, and how to close it.
When something in Orin is broken or does not make sense, raise a support ticket from inside the product. A ticket belongs to your firm: only people at your firm can read it, and your clients never see it.
Who can do what
Seeing your firm's tickets, raising one and closing one are separate permissions. If you can read a ticket but not reply, the ticket says so.
Raise it from the screen the problem is on, using Report a problem in Orin's help panel. Orin records which screen you came from, and that is the first thing support reads.
Steps at a glance
Raising a ticket
Step 01
Open Report a problem
In Orin, press the ? in the top bar and choose Report a problem. In the Help Centre, open Support and press Report a problem.
Your firm's tickets, newest first. Step 02
Tell us what happened
Fill in What is the problem?, What is it about?, How urgent is it? and What happened?. For the last, say what you did, what you expected, and what you saw instead. Attach a screenshot adds up to five files: PNG, JPEG, PDF or plain text, up to 10 MB each. Press Continue.
Step 1 of raising a ticket. As you type, articles that may answer the question appear under This may already be answered. Each opens in a new tab, so nothing you have written is lost.
Step 03
Check what we attach and send
Step 2, Check what we attach, shows What you are sending and, under What Orin attaches to this ticket, every technical detail that travels with it: the screen you were on, what you are allowed to do, your browser, your window size and the version of Orin. Read it, then press Send to Orin Support, or Back to change something.
A message confirms Ticket N sent to Orin Support.
Step 2 and sending were not captured for this article, so as not to file a real ticket. They are described from the form itself.
Nothing about your clients is attached by Orin
Orin keeps the shape of the screen's address rather than the address itself, so a client record travels as a pattern and not as that client. Only what you type, and files you attach, can carry client details, so leave them out.
Choosing an urgency
- Low: a question or an annoyance. Nothing is blocked.
- Normal: work is harder than it should be, but it is getting done.
- High: a job is blocked and there is no way around it.
- Urgent: work has stopped across the firm, or a deadline is at risk today.
Following a ticket
Step 01
Follow the conversation
Open a ticket from the list. The top shows its number, status, urgency and category. Under Conversation, messages from your side are labelled You or Someone at your firm, and replies from Orin are labelled Orin Support. Type in the reply box, add files with Attach a screenshot if needed, and press Send reply.
The top of a resolved ticket. The conversation and reply box. Beside the conversation, What was attached shows the technical details recorded when the ticket was raised, and Who at Ayphen has seen this lists each time somebody at Ayphen opened it, replied, downloaded a file or changed its status, with their name and when.
Step 02
Close the ticket
A resolved ticket offers Confirm it is fixed; one still being worked on offers Withdraw this ticket. Either asks you to confirm, and closes it for good: a closed ticket cannot be reopened. If the problem returns, Raise a new ticket on the closed one starts a fresh ticket with what you wrote and links the two.
What the statuses mean
| Status | What it means |
|---|---|
| Open | Filed and waiting for Ayphen to pick it up. |
| In progress | Somebody at Ayphen is working on it. |
| Waiting on you | Ayphen has asked you something. Replying moves it back to them. |
| Resolved | Ayphen believes it is fixed. Reply within 14 days if it is not. |
| Closed | The conversation is finished. Raise a new ticket if it happens again. |
There is no status for you to set. Replying is what moves a ticket. Filter the list by status, and check Waiting on you first, because those are asking you for something.
Next steps
- Ask other practices in The community forum.
- See all the ways to get help in Where to find help.
Common questions
Can my clients raise a ticket?
No. The client portal has no support desk. A client's problem comes to you.
Who else at my firm can see our tickets?
Anyone with access to your firm's support tickets, not only whoever raised it.
A message says "Someone at your firm". Who was it?
The conversation never names a colleague. The Who at Ayphen has seen this list does name people at Ayphen, because that is the list you could not otherwise check.