How to submit a ticket on Zoho, written instructions
This document will outline how to submit a ticket to our support site, Zoho.
There is a video version of these instructions, please view here.
Support site details
Our support site is:
If you don't already have a Zoho account, please email us at support@interleaf.ie
How to log into your Zoho account
Click on the Sign in option in the right hand corner.
This will open a new page where login details can be added.
Add in the email for the account and click Next.
This will open a new page for the password. Insert the password and click the Sign in button.
This will log into the system.
How to submit a ticket
To view existing tickets and submit new ones, click the Tickets option.
This will open the ticket area of your account. This will allow you to see any open tickets, on hold tickets and closed tickets on your account.
To submit a new ticket, click the Add Ticket option.
This will open a new page where the details of the new ticket can be added.
Secondary Contacts (CCs)
This optional field allows additional emails to be included on the ticket. Any email included in this field will receive any updates or emails added to the ticket thread.
Category
This required field allows the overall tool or resource the question is about to be defined. This will help Interleaf Technology staff to know who should be managing the submitted ticket.
Sub category
This optional field allows the area the question is about to be defined more specifically.
Subject
This required field allows you to give an overview of what the question is.
Description
This optional field allows you to provide more detail about the question or area of the system the ticket is being submitted for. While this is an optional field, the more detail that can be provided about a question the better so we encourage everyone to fill out this field.
Priority
This required field allows you to set the urgency of the question.
Please be aware that P1 - System Down is reserved for a complete loss of access to the system being asked about.
Interleaf Technology may change the priority at their discretion.
Type
This optional field will define what type of problem is being reported, but this field is mostly to help Interleaf Technology staff categorise the questions that come in.
Bug/Enhancement Link
This optional field allows you to provide a link to documentation indicating this may be a wider issue on the Koha system in general, not just a local problem on your own system.
Attach file
This optional field allows you to add any screenshots or documentation that might help make the issue clearer. Screenshots in particular are useful and we encourage all clients to add them where possible and include the URL of the page being captured.
Example of filled out form
Once the form has been filled out click Submit.
This will bring you to a page confirming the ticket has been submitted where you can view the details of what has been created.
| Version | Date | Detail | Author |
| 1.0 | 07/07/26 | Document created | Holly Cooper |
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