How to Submit a Ticket in Render Helpdesk

Go to https://render.fcbh.com/submit-a-ticket/ and fill out the Support Request form. On this page, you will have to provide all the information about the issue you are reporting.

1. Enter your email address and your name. If there are other people who should be part of your conversation with the Render Helpdesk, enter their email addresses in the “CC” field.

2. If you want to have the Helpdesk evaluate the audio quality of a Render Section, click the box next to “Audio Quality Check.” This will simplify the form to only two more fields. In the field “Ticket Subject” enter “Audio Quality Check of Section X” where X is the number of the Section audio that you will upload. Make sure that Section has been exported from Render, unzipped, and ready to upload the Draft audio file (not the Back Translation audio file). In the field “Ticket Details” enter “Please evaluate the audio quality of the attached section.” After attaching the draft audio file, click the “Submit” button at the bottom of the form to complete the process.
   
3. For other tickets, here is an explanation of the fields you need to fill in:
   • Sensitive Language – please enter “Yes” only if your project is sensitive and you do not want the technician referring to it by name. Otherwise, choose “No.”
   • Render Version – you can find this in several places within the Render app. Below are two locations:
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   • Project Language – this is the name of your project
   • Device name & info of the Affected Device – Get this information from your Windows computer by launching the Windows program called “About your PC.” When you do, you will see information like the following image. Click on the “Copy” button and then in this field click with your mouse and then press “Ctrl + V” to paste that information into this field.
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   • Affected User/Role – Click the down arrow to the right of this field and choose from the list of roles. For example, if the problem you are reporting involves Translation Team 1 choose “Translator1” for this field.
   • Affected Stage – Click the down arrow to the right of this field and choose from the list of stages. For example, if the problem is with Peer Revise, then choose that from the list.
   • Affected Scope(s)/Section(s) – Write into this field the name of the affected Scope (for example Matthew) and the Section number(s) affected (for example S12, S22 and S30).
   • Date/Time of Event – Click/tap on this field and you will see a calendar date chooser and time chooser. Please use these to select the Date when the event occurred and roughly the time that it occurred, if you know that information.
   • Ticket Subject – Please write a brief title of this ticket. For example “Kona project Translator1 can’t open Peer Revise“
   • Ticket Details – Please write a thorough description of the problem in this field.
   • Be sure to attach any helpful pictures or screenshots.
   • Click the “Submit” button when you are finished.
     
4. Here are some guidelines for submitting tickets:
   • Create only one ticket per issue.
     
   • If you are replying to our response, do not submit a new ticket. 
     
   • The Render Helpdesk is closed during the US weekend (Saturday and Sundays) as well as major US holidays. You can still submit a ticket, and our agents will get back to you the next workday. We do provide limited support over the weekend and holidays only for the tickets submitted during OBT Project Launching Workshops.
     
   • When you submit a ticket, make sure you check your email to see if we have responded or given any instructions. If you do not see a response in your “Inbox” check your “Spam” folder. Our agents do their best to respond quickly to any ticket submitted.