Submit a ticket through the Render Helpdesk Ticketing system:

To submit a ticket in Render Helpdesk, you must first be registered with the Render Helpdesk. To register, follow the instructions in the article titled "How to Register with the Render Helpdesk"

  1. Once you are registered, go to https://renderpartners.freshdesk.com and login using your registration username and password.

  2. Once you are logged into your Freshdesk account, click on 'New Support Ticket'


'Submit a Ticket' Form:
On this page, you will have to provide all the information about the issue you are reporting.

  1. At first, you have to determine the type of issue you want to report (see picture below). There are 5 (Five) types of issues that you can report to us:

    a) Problem - If the issue is about any unusual event/abnormalities in Render/Launchpad but Render does not close when the issue happens, then it is classified as a Problem. We suggest that you fill out all the boxes in the ticket submission form for this type of issue, because we need detailed information to help us find the solution.

    b) Crash - If Render abruptly closes down with/without any unusual event, that issue will be classified as a Crash. We suggest that you fill out all the boxes in the ticket submission form for this type of issue, because we need detailed information to help us find the solution.

    c) Audio Quality Check - If any OBT team/member requires a quality check of their audio recording, they can select Audio Quality Check as the issue type. You may not have to fill out the whole form for this type of ticket, only essential boxes to fill out is: 1, 3, 11,12

    d) Question - If you have to ask any Render/Launchpad related questions, select the Question issue type. Fill out all the necessary boxes that are relevant to your query.

    e) Feedback - If you want to give us any opinion or suggestions on Render/Launchpad, please select the Feedback issue type. Fill out all the necessary boxes that are relevant to your suggestion. 


  2. On this step, you have to write down the User/Role/s name/s that is being affected by the issue. Example: Back Translator 2, Translate 1, Consultant, etc. This information will help us minimize the time pinpointing the origin of the issue.

  3. This step requires you to write down the name of the Target Language or the Project Name (In Render/Launchpad). Make sure you provide the correct name here.



  4. Here you will have to provide the name of the device that is being affected. Do not confuse this with the Brand name or the Username. On the device, go to Start Menu/Search Bar and type "About Your PC". Click on it and there should be a 'Device Name' towards the beginning of the information provided on the screen under 'Device Specifications'.

    You can also click on the 'Copy' button on the 'Device specifications' section to get even more info on the devices. Once you are done copying the info in either way, just paste it on the designated place of the ticket form.

  5. In this box, you will write the name of the location/time zone of the device/origin of issue. Providing this information will help us assign a helpdesk agent who is nearby your region to assist in a speedy solution.

  6. In this box, you will write down the time and date of the issue when it first happened. This is crucial information for identifying Crashes and Problems, so please try your best to give an approximate time of the issue.

  7. In dropdown menu, you have to select the stage/substage that is affected by the issue.

  8. In this box, you have to write down the section/s that are affected by the issue. You may also want to include the name of the book, in case you have more than one book in the project.

  9. Here you will have to write down the version number of Render. This version number can be found within the Render 3 app. Open Render 3 and the version number will be available at bottom right on the login screen.

  10. Your email address that is registered in Helpdesk. It will be filled in automatically, but you can change it if you want it. You also have the option to Add cc to add more email address/es to involve more people, if you need to.

  11. This box is for you to give a title to the ticket. It would be good to put some keywords like the project name, user role and the type of issue in here together.
    Examples: 
    Senga BT 2 Crash, 
    Kuenga Consultant Problem,
    Zapoteco Team 2 stuck on Peer Revise, etc.

  12. In this box you will have to put in the details of the issue, preferably in chronological order(In the order each step has happened). Put in as much details as possible so that we have a clear understanding of the issue. If you are not fluent in English, please describe the problem using the language you are most comfortable with, for example French, or Spanish, or Indonesian, etc. Our technicians can translate that into English as needed.  If you have any recordings/pictures of the issue or if you want to add any audio files for Audio Quality Check request tickets, click on Attach a file to add your desired file/s.

  13. Once you are satisfied with the information that you have provided, click on Submit to report the issue on helpdesk.



  14. Click on Check Ticket Status for further replies and updates from Render Helpdesk

    Things to keep in mind:
    • Create only one ticket per issue.

    • If you are replying to our response, do not submit a new ticket. 

    • The Render Helpdesk is closed during the US weekend (Saturday and Sundays) as well as major US holidays. You can still submit a ticket, and our agents will get back to you the next workday. We do provide limited support over the weekend and holidays only for the tickets submitted during OBT Project Launching Workshops.

    • When you submit a ticket, make sure you check the ticket status regularly to see if we have responded or given any instructions. Our agents do their best to respond quickly to any ticket submitted. We would encourage you to check your ticket status regularly (at least twice a day) for the quickest solution for your issue.