A final 2023 message from our Support Team!
As we approach the year end, our Support team would like to thank you all for your support during 2023. We would also like to take this opportunity to provide you with some information including a helpful guide to your financial year end.
We encourage all customers to stay up to date by loading the latest version of Platinum. Changes included in the current version and previous versions can be found on our website. This article provides instructions on how to run an update: How to update Platinum
Year End Guidance
As many customers will be approaching the end of their financial year, we have created a FAQ guide on this topic. Please do take the time to read through the document below as it contains links to self-help articles and answers to the most common queries that are raised. We hope you find this to be useful tool in supporting you during this process.
We are constantly adding to our range of self-help guides to enable you to find an answer to common queries. The option to submit a Support ticket is always available to you but we encourage you to use these resources as a first point of call. Suggestions for new articles are always welcome!
The Knowledge Base section of our website has a range of articles for users to follow. There are Getting Started guides, FAQ’s and module specific sections such as Platinum Online, Sales Ledger and Stock Control.
The Support Hub Knowledge Base section is constantly being updated and now covers a vast range of topics and common queries such as “Allocating a payment to an invoice” and “How to apply a country code to a customer”.
Logging a Support Ticket
Logging a ticket can be done in one of three ways: via the Support Hub, via email email@example.com or by calling our Support line. Click here for our guide to logging your ticket via the Support Hub.
We strongly encourage you to use the Support Hub as it gives you the flexibility to track and update your tickets. This option also searches the Knowledge Base while you are creating the ticket and will present you with suggested articles which may help you to answer your own query.
If you do choose to log a ticket, there are a few tips we can offer to ensure your query can be dealt with efficiently and by the most suitable team and team member:
- Ensure your ticket title is a clear indicator of the issue. For example, “Taking a Unit deposit” or “Correcting a payment method”.
- Provide specific details such as if this is a new or recurring query, if you are reporting an issue when did it start or when was it last correct/as expected.
- Include any documentation or images such as screen shots of error messages, attach a document to illustrate a query or issue.
- Log multiple queries/issues as separate tickets. This helps you to track different queries and helps us to ensure they are each handled by the right team and individuals.
Tip of the Month
Each month a new tip is sent out with a link to an article on the topic. We aim to make these topical or seasonal so feel free to send in suggestions for tips you would like to see!
Looking to 2024 – What’s Coming Up?
We continually review the support we provide and look for ways to improve response times and the advice we give. Our teams have been enrolled in external training to enhance their skills in Customer Service, Excel, Finance, along with training on the Platinum product. In addition, we are investigating the potential addition of Chat and Community functions to the Support Hub.
Holiday Opening Hours
During the festive season our Support hours are as follows:
Friday 22nd December: 9:00 – 16:00
Monday 25th December: CLOSED
Tuesday 26th December: CLOSED
Wednesday 27th December: 9:00 – 17:30
Thursday 28th December: 9:00 – 17:30
Friday 29th December: 9:00 – 16:00
Monday 1st January 2024: CLOSED
Normal hours resume Tuesday 2nd January 2024
Team Additions and Changes this Year!
We welcomed a new team member to the Catalyst support team in April and two existing members were promoted.
Nicola Theakston, Customer Support Coordinator: Nicola has previous customer support experience and has quickly become a valued member of the Catalyst team.
Katy Kitchen, promoted to Application Support Manager: Katy works across both Catalyst and sister company Ibcos Computers to share best practice and implement training for all to enhance the support provision.
Rich Green, promoted to Software Support Team Lead: Rich was promoted to this new role at the beginning of August. He leads the Support team in providing day to day Platinum support to our customer base.