Working with TKDS support
How do I open a support ticket, and what should I include?
Quick answer
Open one at /help/ticket or email support@tkdsmedia.com. Include your platform address, a link to what’s affected, when it happened with the timezone, the device or browser, and screenshots.
Check this first
- 1Search the answer
Search the documentation and this help centre. Many fixes are a switch or a setting.
- 2Find out what changed
If something worked yesterday, open the activity log from Recent activity on Studio → Dashboard to see who changed what, and when.
- 3Gather the details
Collect everything in the table below before you write. A complete first message saves a round of questions.
- 4Open the ticket
Go to /help/ticket, or email support@tkdsmedia.com from your work address. Keep one problem per ticket, and reply on the same thread with any updates.
What to include
| Include | Why it helps |
|---|---|
| Your platform’s address | Tells us which platform you mean. |
| A link to the event, page, channel or item | Points at the exact thing, not one with a similar name. |
| When it happened, with the timezone | Lets us line it up with what was going on. Your platform’s own timezone is in Locale → Region. |
| Device, browser or app, and the TV model if relevant | Some problems only show on one device or app. |
| What you expected and what happened instead | Shows where the gap is. |
| Whether it affects everyone or only some viewers | Separates a platform problem from a device or account problem. |
| Screenshots or a short screen recording | Shows exactly what you see, including any message on screen. |
| Whether you’re on air now, or when you’re next live | Sets how urgent it is. |
The full guide
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