The difference between a ticket that gets resolved on the first reply and one that bounces back and forth for three days is almost always the same thing: detail.
IT isn’t sitting at your desk. We can’t see your screen, we don’t know which campaign you’re on, and we can’t tell whether the problem started five minutes ago or has been happening all week. Everything we need has to come from you.
This isn’t about writing an essay. It’s about giving us six pieces of information so we can start fixing instead of asking.
How to submit
- Go to support.invarium.co.zw and click Log a Ticket.
- Choose the category that best matches your issue — hardware, dialler, accounts, network, software, or other.
- Fill in the required fields, attach a screenshot if you have one, and submit.
- You’ll get a confirmation email with your ticket number. Keep it — quote it in any follow-up.
If you can’t reach the site at all, email support@invarium.co.zw directly and a ticket will be created automatically from your message. Use your Invarium email address so we can verify who you are and link the ticket to your account.
If the issue is stopping the whole floor from working, phone the IT desk as well as logging the ticket. Don’t rely on the ticket alone for a floor-down situation.
The six things to include
What actually happened. Describe what you saw, not what you think caused it. “It doesn’t work” tells us nothing. “When I click Submit on the dispo screen, nothing happens and the call stays connected” tells us where to look.
The exact error message. Type it out word for word, or screenshot it. Paraphrased error messages send us hunting for the wrong thing.
When it started. Give us a time if you can. We have logs. If you tell us it started around 09:40, we can pull the relevant window instead of scrolling through the whole shift. It also lets us spot whether three people hit the same problem at the same moment.
Which machine and where you’re sitting. Your desk number (D01–D041) and the asset tag on your workstation. Two agents on the same campaign can have completely different problems on different hardware.
What you were doing at the time. Which system, which campaign, which lead. “In ViciDial on Hippo KWA, dispositioning a call” gives us far more than “on my computer.”
What you’ve already tried. If you restarted, reconnected the headset, or logged out and back in, say so. It saves us asking you to do it again. If you haven’t tried anything, that’s fine too — just say so. We’d rather help from the start than undo a fix attempt that went sideways.
Two examples
Weak ticket
Subject: URGENT!!! computer not working
my pc is broken please fix
We now have to ask five questions before we can do anything, and you wait for each round trip.
Strong ticket
Subject: ViciDial dispo screen freezes after saving — desk D017
Since about 09:40 this morning, when I select a disposition and click Submit in ViciDial, the screen greys out and stays frozen for around 30 seconds before moving on. It’s happened on roughly one call in five.
Desk D017, asset tag INV-WS-0142. Campaign is Hippo KWA. No error message appears. I’ve logged out and back in twice and restarted the browser — same behaviour. Screenshot attached.
Same problem, same effort to type, and we can start work immediately.
A few things that slow us down
Don’t reply to an old ticket to report a new issue. It reopens a closed ticket instead of creating a new one, and it lands with whoever handled the old problem rather than the right person.
Don’t log the same issue twice. Duplicate tickets split the history across two records and make the queue harder to read. If you need to add information, add a comment to the existing ticket or reply to the confirmation email.
Don’t put “URGENT” in the subject line unless it genuinely is. Priority is set by impact, not by capital letters — see our article on priority levels and response times.
Don’t send the request by WhatsApp. We understand it’s faster to type, but nothing logged over WhatsApp is tracked, and it disappears the moment IT is off shift. If it isn’t in the system, there’s no record that you asked.
What happens next
You’ll get a ticket number by email straight away. We’ll acknowledge and prioritise it within the response times published in our priority levels article. If we need more from you, we’ll add a comment to the ticket — you’ll get an email from support@invarium.co.zw, and you can reply to it directly. Your reply goes back onto the ticket automatically.
If your problem clears up on its own before we get to it, tell us. A ticket that goes quiet for several days gets closed automatically, and closing one you’ve actually solved is much better than us chasing you about it.
Before you log
Some things are faster to fix yourself. Check the Quick Fixes article first — it covers the ten problems that account for most of our ticket volume, including headset audio, screen resolution, and the ViciDial login loop. If none of them apply, log the ticket.
Watch: How to submit a support ticket — a short walkthrough of the general process. Note that it demonstrates a different company’s portal, so the screens won’t match ours; use it for the principles, not the click path.
