ARD Software Clients - For any support queries, please log your issues through the ARD Service Desk. (please note we have a new service desk website address from Oct 2024)

IRISH SHOWS ASSOCIATION PLATFORM: For all Irish Shows Association members, please log any support queries through https://www.irishshows.org/myqueries

This is the official mechanism for keeping track of your support issues, and for the support team to monitor, address, and resolve your queries most effectively.

In order to efficiently manage queries, issues, and feedback regarding the SuperShow system we use an online Service Desk.

Show Admins are requested to log errors and any technical issues that are preventing users from managing their shows system.

When you are set up and using the Service Desk, the following information should be logged with each ticket; 

  • Issue Title (summary of what is wrong - if a 500 error, include the error code in the title)
  • Screenshot/video (upload File)
    • Add a screenshot of the issue as you see it where possible and include the page URL in your screenshot. 
  • Detail description 
    • State the area you require support with (Competition / Trade / Sponsor / Membership / CMS / Commerce / Ticketing)
    • State what you were TRYING TO DO
    • State what you WANTED TO HAPPEN
    • State what ACTUALLY HAPPENED
  • URL of the page that is affected
    • Give a URL about the page that you are having an issue or require support with together with your ticket - it is best to give the exact page URL in this instance. 
  • Priority
    • High - is affecting live orders or affecting the end user's ability to complete an action
    • Medium - is not affecting the end user's experience but is not giving a good end-user experience
    • Low - is a cosmetic or wishlist item that does not affect the functioning of the system
  • Your email address, so that any notifications about this Service Desk ticket will be sent to you.

Our team of Project Managers and Developers have direct access to these issues and the team will be working to resolve any issues within your agreed timeframe.

It should be understood by all users that the Service Desk is the official and only recognised process to resolve issues.

To get started you will need to log in into www.ardsoftware.com once you have received confirmation from ARD Software SuperShow that you have been added to the service desk.
It is recommended that you use a show email address that a few people can use to log in and submit tickets, all tickets can then be viewed by all user. 

When you are logged in, you can access the service desk through either the following link servicedesk.ardsoftware.com

From your profile name in the top right corner, you can choose to view the Service Desk from the dropdown menu. 

Any closed issues will automatically be hidden from the display, with only open tickets visible by default. To view all tickets, check the relevant boxes under STATUS to see more.

You can use the "Forgot Password" option to reset the account password at any time. 

The intention is that we move away from emailing issues to use this centralized service desk system. 

 

Don't have a Service Desk account yet? Please submit your name, show name, and email to support@ardsoftware.com (One Service Desk Account per Business)