¶ Navigating Your Tangilla Help Desk
¶ Submitting a ticket.
The EASISEST and BEST way to request support is to send an email to help@tangilla.com. Your email will get an automatic reply with a ticket number for tracking purposes.
However, you may also submit a ticket at via webform at https://help.tangilla.com/index.php?pg=request
¶ Individual Ticket History
Each ticket will have its own individual history. An individual ticket's history is accessible without the need for login using a link in any response from our help desk team. The link is attached to a button that says "View The Complete Request History." It will take you directly to a page that will look like this:
¶ Closing A Ticket
There are only 4 reasons why we close a ticket in the Tangilla help desk.
- We have asked for more information and are awaiting a reply. We close the ticket because the questions we ask often help clarify and clear up the issue.
- We have moved the resolution of the ticket into our internal development and planning ticketing system. We close it because the resolution may take longer than normal. We alert you when a ticket is closed for this reason and update the ticket once the fix has been pushed live on Tangilla.
- We have resolved the problem.
- We believe a ticket is not fixable. This is usually because the problem exists in a third-party platform.
¶ Your Help Desk Account
A Tangilla help desk account is automatically created for you when you send your first email requesting assistance to help@tangilla.com or compelete your first help desk request at help.tangilla.com
¶ Accessing Your Account
Every ticket you have initiated is available to you by logging into the Tangilla Help Desk at https://help.tangilla.com/index.php?pg=request.check. Since the account is automatically set up for you, the first time you attempt to login you will need to reset your password.
¶ Resetting Your Password
Once you have reset your password, you can simply login using https://help.tangilla.com/index.php?pg=request.check.
¶ Your Complete Help Desk History
Once you have logged in, you will be able to see any help desk ticket you've submitted.
¶ Help Desk Status
- Active - opening status.
- Under Review - we place it in this status when we are invesigating a new ticket.
- We're working on it - indicates this will be handled by a support staff person.
- Assistance Needed - support staff waiting on input from other Tangilla staff.
- Waiting For Reply - unable to progress without input from customer.
- Customer has not responded - a ticket that has gone past 14 days and no followup after prompting.
- Problem Solved - problem solved.
- Question Answered - question answered.
- Working Correctly - the system is working as designed.
- Not Fixable - typically related to a third party that we have no control over.
- Customer Found Solution - customer found a workaround or simply remembered how to do a task.
- Task Completed - we've completed a task we were asked to do.
- Moved to Asana - a request has been made for engineering to take action.
- Moved To Asana (Pending DataFix) - a specific engineering request that involces. fixing data, but does not require a deployment.
- Move To Asana (Tracking) - an item that can't be repeated by Tangilla. staff, but kept in Asana for future use should the issue arise again.
- Feature Request - a request for a capability that does not exist currently in Tangilla.
- Postponed - used like a snooze button to pop a help desk ticket up at a later date for monitoring.
¶ Tangilla System Status
You may also check on system status from the help.tangilla.com home page. It will take you to status.tangilla.com, which can also be accessed directly if you are wondering if the problem you are experiencing is a result of a downed service that we monitor. This will include third party services like NRDS.
Scroll over any day on the timeline and you will be able to see the detail for that day.
Clicking on any day will take you to a calendar view and allow you to see all incident reports for the month if you choose.
¶ Tangilla Customer Support Hours
Tangilla staffs our help desk from 9am - 5pm in the timezones of our clients, Monday - Friday, excluding public holidays. While we do often check and respond to help desk tickets well outside of business hours, support is not oficially staffed outside of those hours. Of course, in emergency situations, this is subject to change.
The Tangilla Help Desk is closed for all United States Federal Holidays. US Federal Holidays.
¶ Frequently Asked Questions
| # | Question | Answer |
|---|---|---|
| 1 | What is the easiest and best way to request Tangilla support? | Send an email to help@tangilla.com—you’ll receive an automatic reply with a ticket number for tracking. |
| 2 | Can I open a help-desk ticket without emailing? | Yes. You may submit a web-form request at https://help.tangilla.com/index.php?pg=request or click on the "Life Ring" in the upper right hand corner of your Tangilla Dashboard. |
| 3 | How can I see the full history of a single ticket? | Click the “View The Complete Request History” button in any help-desk reply; no login is required. |
| 4 | Why might Tangilla close my ticket? | A ticket is closed if (1) staff await more info, (2) the issue is moved to internal dev/planning, (3) the problem is resolved, or (4) the issue is judged not fixable (typically third-party). |
| 5 | How is my Tangilla help-desk account created? | It’s created automatically the first time you email help@tangilla.com or submit a web-form ticket. |
| 6 | What do I do the first time I log in? | Go to https://help.tangilla.com/index.php?pg=request.check and perform a password reset before signing in. |
| 7 | What status labels might I see on my ticket? | Active, Under Review, We’re working on it, Assistance Needed, Waiting For Reply, Customer has not responded, Problem Solved, Question Answered, Working Correctly, Not Fixable, Customer Found Solution, Task Completed, Moved to Asana, Moved to Asana (Pending DataFix), Move to Asana (Tracking), Feature Request, Postponed. |
| 8 | When is Tangilla customer support staffed? | Monday–Friday, 9 a.m.–5 p.m. in each client’s time zone (excluding public holidays). |
| 9 | Is the help desk open on U.S. federal holidays? | No—it is closed for all United States federal holidays. |
| 10 | Where can I check Tangilla system or third-party service status? | Visit status.tangilla.com (also linked from the help-desk home page). |
| 11 | How can I view every help-desk ticket I’ve submitted? | Log into the help desk at https://help.tangilla.com/index.php?pg=request.check (after resetting your password) to see your complete ticket history. |
| 12 | What’s the exact link to reset or change my help-desk password? | Use https://help.tangilla.com/index.php?pg=request.check, then select the password-reset option. |
| 13 | What does the status “Waiting For Reply” mean? | Tangilla cannot progress without additional information from you. |
| 14 | What happens if I don’t respond for 14 days? | The ticket’s status changes to “Customer has not responded.” |
| 15 | What does the status “Assistance Needed” signify? | Support staff are waiting for input from other Tangilla team members. |
| 16 | Which statuses show that engineering work in Asana is involved? | “Moved to Asana,” “Moved to Asana (Pending DataFix),” or “Move To Asana (Tracking).” |
| 17 | How can I tell if a problem is considered unfixable? | The ticket will be labeled “Not Fixable” or closed for reason #4 (third-party limitation). |
| 18 | How do I know if my request is a new-feature idea? | The ticket will carry the status “Feature Request.” |
| 19 | How can I check if my outage is due to a monitored third-party service like NRDS? | Look at the Third-Party Services section on status.tangilla.com—any incidents will appear there. |
| 20 | How do I view incident details for a specific day or month on the status site? | On status.tangilla.com, hover over a day to see its details; click a day to open a calendar view with all incident reports for that month. |
| 21 | What does the ticket status “Active” indicate? | It is the initial, open status for a newly created ticket. |
| 22 | What does “Under Review” mean? | Tangilla staff are currently investigating a new ticket. |
| 23 | What does “We’re working on it” indicate? | The ticket is actively being handled by a support staff member. |
| 24 | What does the “Postponed” status do? | Acts like a snooze button, resurfacing the ticket at a later date for monitoring. |
| 25 | What does “Working Correctly” status tell me? | The system is operating as designed; no issue is present. |
| 26 | What does “Customer Found Solution” mean? | The customer located a workaround or remembered how to complete the task. |
| 27 | What does “Task Completed” mean? | Tangilla has finished the task you asked them to perform. |
| 28 | What does “Moved to Asana (Pending DataFix)” mean? | Engineering will fix data internally; the change doesn’t require a deployment. |
| 29 | What does “Move To Asana (Tracking)” status mean? | The issue can’t be reproduced now but is tracked in Asana for future reference. |
| 30 | Does Tangilla ever respond outside official support hours? | Yes—staff often check and reply after hours, though support isn’t officially staffed then (this may change in emergencies). |