Tip of the Month: How to Get Effective User Assistance

June 4, 2018

Did you know?

BarnOwl provides several ways for you to get assistance. An online help is available on our website, and you can also access this help by pressing the F1 key in the BarnOwl application.
However, sometimes you might need to talk to someone, and for this, BarnOwl provides a Support function, where you are assigned a ticket, and can track your issue through our BarnOwl Customer Hub.
Access to the BarnOwl Customer Hub is through our website, and you are required to register as a customer. Once you have a customer account, you can access the ticket logging function, as well as the knowledge base, which enables you to download the latest upgrades and manuals.
To log in to the Customer hub, go to www.barnowl.co.za, and click Support > Customer Hub.

On the Customer Hub page, you can log in using your email and password.

If you don’t have a user account yet, click the Create an account link.

Fill in the form by providing your name and email, and click “Register Me!”.
An email will be sent to support, and you will receive an email containing a temporary password. Use this password to log in, and you will be prompted to enter a new password.
You can now access the Customer hub!

Logging a Support Ticket

When you have a problem, you can log a support ticket. This ticket is allocated a unique number, and this number will be used in all your communications with BarnOwl support.
The best way to log a ticket is by sending an email to support@barnowl.co.za
Your ticket will automatically be opened in the Customer Hub and assigned a ticket number. You will receive a confirmation email.
You can also phone our Support Desk between 8:00 and 17:00 on weekdays by calling 011-540-9112. The consultant will either log a ticket for you, or request that you send an email with details and screenshots of the issue.
Remember that in order to get your issue resolved as soon as possible, it is very important that you give as many details as you can about the issue. This includes:

  • A short description of the problem / issue as the email subject
  • A full description of the problem / issue, including the steps you took before the problem occurred, as well as screenshots
  • The BarnOwl log file. This log file is essential, and you can find it at C:\IDI Technology Solutions > BarnOwl Evolution > BarnOwl. The file to look for is called “idi.evolution.log”.

BarnOwl has created a template for the information required to effectively solve your issue, and if you would like a copy, you can send a mail to support, and we will provide it to you.