Submitting a new request
You can now submit a Support request to the eSUB Product Support team from the eSUB Academy Home screen. Click the ‘Submit a request’ link on the top bar.
This will take you to the choose the type of issue you are seeking assistance with. The options on the drop-down list coincide with our eSUB Products.
eSUB Online is when you're accessing eSUB from a desktop or laptop computer.
eSUB Mobile is for when you're logging into to eSUB Online from a mobile web browser.
eSUB Fieldworks, Time Kiosk, and Time Support requests are specific to our iOS or Android apps.
Selecting any one of these forms will populate fields to gather more information to provide to us
NOTE: Fields with a red asterisk (*) must be filled in order to submit the ticket.
Here are a few default fields that are available and how to best fill them:
CC: Multiple email addresses can be included on this Support ticket. Separate each email address with a comma (,)
Ticket Headline: A brief summary of the question/issue.
NOTE: We will automatically recommend eSUB Academy articles based on the text input here. You can opt to click on any of the Suggested articles if it may help resolve the issue. Click the browser's Back button to return to the Submit page.
Description of Issue: Please be as descriptive as possible in where the issue lies. Provide steps to recreate an anomaly, error codes, project name, user names affected, etc.
Who does this impact in your business?: Please tell us whom, in your organization, this request pertains to. Select a check box for one or multiple personas.
How often do you perform the affected task?: Choose the appropriate frequency of use.
Expected Results: Please tell us, in short, the desired behavior or outcome from this Support request.
Once you have filled out the required fields and other useful details, click SUBMIT to send the Support request to us.