Knowledgebase : - Support Desk -
   
Frog Service Desk Tickets

Please follow the below guidelines in regards to raising a ticket with the Frog Support team, as well as having an "overview" of existing tickets/issues raised.

Raising a ticket with Frog Service Desk

1. Go to https://support.frogeducation.com 

2. Enter your email address that you registered with and password in the login box and select "Login".

Please note: if you have not yet registered an account, please do so by selecting "Register" at the top of the page, and filling in the appropriate details to create an account.

3. Select "Submit a Ticket".

4. Select "Next".

5. Select your issue type from the necessary drop down menus depending on what product you have with us.

6. Enter the "Subject" as the ticket title to briefly explain what issue you are facing.

7. Enter the description of the issue in the body of the ticket (just under the Subject field). Depending on your query, please confirm the following details so that Support can pro-actively investigate:

*Confirm username or some details of the affected Frog account(s).

*Confirm URL of the affected Frog platform.

8. Attach any necessary files to the ticket that may be useful for the Support Team to investigate (e.g screenshots, XML files from Frog extractor logs etc).

9. Check/select the privacy policy box.

10. Click "Submit" - this will send a ticket over to the Frog Service Desk Team who will in turn respond to you via email or telephone, whichever is preferred. 

11. Once your ticket has been submitted to us, you will be displayed with a page showing the details of the tickets you just submitted through, this will show your unique ticket reference number (Ticket ID) for this particular query:

Please note: It is best to contact the Frog Service Desk Team when you are experiencing a technical issue that cannot be resolved by yourselves in the school, or you can contact us if you are unsure on how to use parts of the product.

The team are available 08:00-17:00 (GMT/BST) Monday to Friday but are closed on UK bank holidays. Please call +44(0) 1422 395939 to contact the Frog Service Desk via telephone and a member of our team can assist you, alternatively, you can email us directly at support@frogeducation.com that essentially will create a ticket, but we do recommend raising a ticket via our ticket system as explained above instead as it may be easier to keep track of what you have raised. 

If you wish to add any further information to your initial ticket submission or wish to call to discuss, please be ready to quote this ticket reference number if you are calling via telephone, or alternatively, you can add a further reply to your ticket within the "My Tickets" area of our ticketing system. Which is used to keep track of your "open" tickets with us, as is explained below.

My Tickets/Current "Open" Tickets

You can use the "My Tickets" area of the Frog ticketing system to do the following:

*Show a general overview and status of the "open" issues you currently have raised with us.

*Respond to tickets separately that are waiting on your response where Frog Service Desk require more information for example. 

Please note: You need to be logged into the ticketing system in order to see "My Tickets" at the top.

1. Select "My Tickets" at the top of of the page:

2. You will be displayed with an overview of your current "open" tickets you have raised:

3. You can "click" into each ticket to either reply by selecting "Add Reply", and/or to see the latest response from our Frog Service Desk Team:

4. Once you have added your reply, select "Send" to send the response back to our Frog Service Desk Team.

FYI: it may be worth bookmarking https://support.frogeducation.com on your browser, so that you can quickly access and contact our support team when needed. 

Ticket Statuses

Open - this status is applied to every ticket created or received in the ticket system and means the Frog Service Desk are actively investigating while you are waiting for a response.

Waiting on Client - when the Frog Service Desk need some clarification from you, or confirmation that the issue is resolved, generally when waiting on a response from you. 

With Development - when an issue discovered (which we sometimes call a bug) by you and/or the Frog Service Desk Team requires development to investigate.

Scheduled - a ticket can be set for a pause if it requires a follow up, for example, arranging a remote session for a certain time and date.

Waiting on 3rd Party - if we are waiting on a 3rd party for an update that requires assistance to resolve the issue. 

Customer Service Policy

Our customer service policy makes clear our commitment to providing excellent services. Key to achieving that vision is a good relationship with our customers.

We aim to be:

  • Courteous, helpful, open and honest in delivering high quality services
  • Provide a friendly service, showing respect and sensitivity
  • Professional and positive in our approach
  • Effective in listening and responding to you when you are dissatisfied
  • Treat everyone fairly and equally, with respect and dignity

We would like you to:

  • Treat all of our staff with courtesy and respect
  • Give us the information we need to help you
  • Give us your views and suggestions to help us improve our services

Remote Sessions

Remote Session Guide

Occasionally, if an issue cannot be replicated externally or if the issue requires the use of local software (such as an MIS extractor problem) the Service Desk will request a remote session to troubleshoot an issue.

There are two main sources of remote software which we use with schools, however if you have a different form of software within school we will do our best to accommodate this.

TeamViewer

TeamViewer 14 can be downloaded from: https://get.teamviewer.com/frogsupport

Once downloaded, and run, the user is presented with a screen showing two options, Allow Remote Control and Control Remote Computer.

To Allow Remote Control the user needs to provide Frog with the information in the Your ID section and the Password. This will allow us to connect to your machine from here.

Join.me

Join.me can be downloaded from: https://join.me/

If you do not have the software you will need to select Start Meeting and click the large orange play button.

This will download a small piece of software to your machine. If you then run this you should see a 9 digit code which you need to provide to the Service Desk. We will enter this at our end and then connect to your machine.

Request for Change / Ideas Portal

What is an RFC?

RFC - A request for change - A formal proposal for a change to be made. It includes details of the proposed change and is recorded electronically on our Ideas Portal.

How to Log a Request for Change

We have a method of requesting changes via our Ideas Portal. This will enable you to suggest how we can improve our products, see what other ideas have been suggested and leave your own comments and feedback. You will get the chance to vote for your favourite ideas and help influence our development. The best part is you’ll be able to see the exact status of your idea. We want you to know where your idea is, what we (and others) think about it and if we're going to take it on board.

The Idea Portal will give us a clear picture of what is important to all our customers and will make it easier for us to respond to your top priorities.

As a school you need to nominate a Technical Advocate, a Teaching and Learning Advocate, and an Administration Advocate (that’s school admin, not network admin!) from your school. These advocates will then have the opportunity to submit a new idea, vote for an existing idea, and subscribe to and comment on an existing idea. You will receive an email notification when changes are made to the status of an idea, or if comments are left.

We will need to set up an account for you, so if you would like to participate please just fill in this simple form and we'll be in contact as soon as possible.

Please note: Decisions for platform enhancements are not made on a singular school basis requirement but on a scale of the popularity and impact of the change request. RFCs that have a few schools associated to them may be looked at according to popularity, demand or by the impact the change may have on the product itself.

How the Ideas Portal Works

Each school is asked to nominate three advocates – one technical, one for teaching & learning and one from school administration, however, this is not a requirment. These advocates will represent the school in the Ideas Portal, posting new ideas, voting for other ideas and leaving comments. 

Once logged on an advocate can:

  • Submit a new idea
    Add a brand new idea to the Portal. We have kept this deliberately simple – idea, description and category.

  • Vote for an existing idea
    If an idea you want already exists (or something similar), you can vote for it. The more votes an idea gets, the higher up the idea list it will be placed.

  • Comment on an existing idea
    Allows you to add more detail to yours or someone else’s idea

The functionality will let you search the submitted ideas, filter by category, and see recent, trending and popular ideas.

What happens to an Idea?

The Frog Product team will be review the most popular ideas on a weekly basis – so it’s important that our customers get voting.

When an idea is first posted it has a status of ‘Needs Review’. It will be normal for an idea to stay ay this status until it moves towards the top of the idea list.

Once reviewed, the idea will be updated with one of the following statuses:

  • Already Exists - This idea already exists in the product and therefore the idea can be closed.
  • Under Consideration - We have looked at the idea and are considering it. Often we will set this status if we have asked a question, or are looking for more clarification.
  • Likely to implement - The idea has been accepted, but it has not been moved into planned workflow. It is waiting to move to ‘Planned’ status. No estimate of delivery will be given – we intend to do it, but we don’t currently know when.
  • Planned - The idea has been accepted and moved into our planned work. This means it is in line for development and will have an estimate of a release when it may be delivered.
  • In Development - Our dev team are working on it right now.
  • Complete - The idea has been developed and is awaiting a release.
  • Released - The idea has gone out in a release.
  • Will Not Implement - It is not possible for us to make every single change, and sometimes we will not be able to implement an idea. We will always give a reason for this.
  • Closed - A general safety net for ideas that simply need closing. We will always give a reason for this.

Each time a status is updated, any user who has voted, commented or subscribed to an idea will receive an email notification – so you know exactly what is going on!

Tips for Using the Ideas Portal


Only vote for what is important
If you vote for everything, then that simply raises the baseline across the whole portal. Everyone using a small number of votes to focus on what is important to them will have a much more significant effect.

Leave comments
The more information that is attached to an idea, the better. It will encourage other users to vote – and when we come to develop the idea, our team has a much clearer idea of what we need to achieve.

Avoid duplication
It’s worth searching and reading ideas that are already in the portal to see if anything already posted covers what you need. You can then vote that up the list. After all, one idea with 10 votes will rank higher then 2 ideas with 5.

What is a software bug?

What is a Bug?

A bug is classified as an error, fault or flaw within the Frog software that creates an unwanted or unexpected result within the confines of the software specification. An unwanted or unexpected result within customer expectation is defined as an RFC (request for change) and is dealt with in a different process.

A bug may occur as a result of a change in the software or a change in external factors such as browser or OS updates.

What happens in the Bug process?

1. Reported to the Service Desk

The first step in the life cycle of a bug is reporting. A bug can be reported to Frog through several channels (for example through your School Relationship Manager or Implementation Consultant) but in all situations these bugs will in the first instance be escalated to the Support Desk.

As such, we strongly recommend reporting any suspected bugs directly to the Support Desk to enable us to respond quickly and efficiently, and identify any particularly severe issues early on.

The Support Desk can be contacted by email at support@frogeducation.com or by calling 01422 395939.

The Support Desk will log you a ticket for your issue and will investigate the problem to ensure it is a bug in the software.

2. Reported to the Development Team

When the Support Desk believes an incident is a bug, they will log a bug ticket with the Development Team.

This ticket will detail all instances of the incident that the Support Desk have been able to gather along with replication steps and user credentials if required. This bug ticket is not customer facing.

The Support Desk ticket raised in the first stage of the process will be linked to this bug ticket to allow the Support Desk to update all customers with the same issue at the same time.

You will be updated when your Support Desk ticket has been linked to a bug ticket.

3. Investigation by the Development Team

The bug ticket is passed to our Development Team and scheduled for development work. This schedule is managed by several considerations including the severity of the issue, the number of schools reporting the issue and the impact on the software.

We do our best to prioritise all bugs appropriately to ensure the best response for all issues. In order to help us do this we need all schools with suspected bugs to log the issues with the Support Desk to make sure we have all the impact information for the Development Team. In addition, if a particular bug is causing your school a lot of pain, please let us know as we may be able to adjust it's priority if you can provide impact information.

The first thing the Development Team do is confirm that the information provided by the Support Desk constitutes a bug. If it is, they continue to investigate the root cause of the issue.

  • Fix
    The Development Team will build a fix for this issue. As part of this process they may require a copy of a school database to allow them to run their fix in a controlled environment. If so, the Support Desk will communicate with the school to find a convenient time to book this in.
  • Testing
    The fix is then tested in isolation to ensure that it creates no issues with the platform and that it resolves the reported issue.
  • Build
    When a fix has been created it is put into a new build of Frog. The fix joins other bug fixes and RFCs until the rollout cut off date is reached.
  • Build Testing
    The bug fix is then tested along with the entire build to ensure that there are no issues with all the new fixes and changes combined into one. This testing may take several stages to complete depending on the size of the rollout.
  • Release
    Frog use a beta release program where certain selected schools receive an early release as part of the FrogLabs program. The build is released to these schools first and, provided no issues are found, the build is then rolled out to all schools. If you would like to be part of the FrogLabs program please let the Support Desk know and they will pass on your details.

Release notes containing all the bug fixes and new changes in releases can be found on the Community Site: http://frogcommunity.com

How can I track the progress of my ticket?

The easiest way to track your ticket is by using the Self Service Ticketing System. If you have your ticket ID you can either email us or call us and we will be able to check progress on the bug ticket.

We will be in touch throughout the bug life cycle as appropriate and updates will also be found on the Community Site.