Using the support platform

Spam is not acceptable

Do not open multiple tickets for the same issue. This is considered spam and is detrimental to all the learners requesting support as well as the staff. If you have something additional to add, do so on your open ticket. Learners who spam support could find themselves blacklisted from the platform and subject to other consequences.

Do not log tickets in order to submit documentation or CVs unless specifically requested to do so. When the request has come from someone specific, be sure to add that person to the subject of the ticket, for example: "Certified Matric Certificate ATT Faith."

Do not log tickets to follow up on applications. We are constantly bootcamping learners for the opportunities they qualify for and where we have incoming demand. When these are true for you, we will send bootcamp invites out. Please note there is a backlog of qualified learners that we are working through. Bootcamps take a lot of staff time, and we can only handle a certain number of learners in each bootcamp. Only log a ticket if you were successful but did not receive the automated email.

Code Review:

Do not utilise this platform to request reviews from staff members, there are internal processes around this, the only current exception is in the case of bootcamps, and even then its only for the cards that have deadlines and have been waiting for more than 2 FULL WORKING DAYS. Otherwise only in extreme cases can a ticket be logged. You can however log a ticket to report if your peers are ignoring your review requests, with evifdence, or in the case where there is a disagreement regarding review(s) received.

Catagories

Always log your ticket in the correct category, do not log the same ticket in multiple categories and do not choose the category at random. This is also considered spam and is detrimental to all the learners requesting support as well as the staff. If you have something additional to add, do so on your open ticket. Learners who spam support could find themselves blacklisted from the platform and subject to other consequences.

Enabling staff to support you