As we approach the year end, our Support team would like to thank you all for your support during 2023 and take this opportunity to provide you with some information including a helpful guide to your financial year end.
Product Updates
We encourage all customers to stay up to date by loading the latest version of Gold. Changes included in the current version and previous versions can be found on our website. This article provides instructions on how to run an update: How to Install and Update Your Ibcos Gold.
Year End Guidance
As many customers will be approaching the end of their financial year, we have created an FAQ guide on this topic. Please do take the time to read through the document below as it contains links to self help articles and answers to the most common queries that are raised. We hope you find this to be a useful tool in supporting you during this process.
Help Guides
We are constantly adding to our range of self help guides to enable you to find an answer to common queries. The option to submit a Support ticket is always available to you but we encourage you to use these resources as a first point of call. Suggestions for new articles are always welcome!
The Self Help section of our website has a range of articles for users to follow. Within the Product Fact Sheets section are topics such as Gold Service, Making Tax Digital and Stock Check Routines.
The Support Hub Knowledge Base section is constantly being updated and now covers a vast range of topics and common queries such as “How to run a report on parts sales by operator?” and “Flat Rate Default Employee not set”.
Logging a Support Ticket
Logging a ticket can be done in one of three ways: via the Support Hub, via email to support@ibcos.co.uk, or by calling our Support line. Click here for our guide to logging your ticket.
We strongly encourage you to use the Support Hub as it gives you the flexibility to track and update your tickets. This option also searches the Knowledge Base while you are creating the ticket and will present you with suggested articles which may help you to answer your own query.
If you do choose to log a ticket, there are a few tips we can offer to ensure your query can be dealt with efficiently and by the most suitable team and team member:
- Ensure your ticket title is a clear indicator of the issue. For example, “Wholegood created in error” or “Invoice GRN query”.
- Provide specific details such as how many users are affected, is this a new or recurring query, does the query relate to Classic Gold, Windows Gold or both, if you are reporting an issue when did it start or when was it last correct/as expected.
- Include any documentation or images. For example, a screen shot of an error message, an error log or a document to illustrate a query or issue.
- Log multiple queries/issues as separate tickets. This helps you to track different queries and helps us to ensure they are each handled by the right team and individuals.
Tip of the Month
Each month a new tip is sent out with a link to an article on the topic. We aim to make these topical or seasonal so feel free to send in suggestions for tips you would like to see to support@ibcos.co.uk!
Looking to 2024
We continually review the support we provide and look for ways to improve response times and the advice we give. Our teams have been enrolled in external training to enhance their skills in Customer Service, Excel, Finance, in conjunction with training on Gold products, and the many integrations we offer. We are investigating the potential addition of Chat and Community functions to the Support Hub.
Holiday Opening Hours
During the festive season our Support hours are as follows:
Friday 22nd December: 08:00 – 16:00
Monday 25th December: CLOSED
Tuesday 26th December: CLOSED
Wednesday 27th December: 08:00 – 17:30
Thursday 28th December: 08:00 – 17:30
Friday 29th December: 08:00 – 16:00
Monday 1st January 2024: CLOSED
Normal hours resume Tuesday 2nd January 2024
Team Additions and Changes this Year!
We saw six additions and one promotion within the Support team in 2023.
Rob Slobodzian, Software Support Analyst – Rob brings his background of working in finance and auditing to the team.
Laszlo Domjan, Software Support Analyst – Laszlo has technical and software support experience and is enjoying learning all aspects of the Gold system.
Julie Ramsey, Software Support Analyst – Julie has previously worked with the Gold system in a Parts and Finance role so has a good working knowledge to bring to the team.
Katy Kitchen, Application Support Manager – Katy joined this role in April and also oversees the Support Team at our sister company and has worked with a similar DMS system for a number of years. She brings new ideas around training and processes which will be used to enhance the Ibcos Support team over the next few months.
Kornel Fazekas, Software Support Analyst – Kornel has a payroll background and is an accomplished chef! He is eager to learn all about the Gold system and has nearly concluded his training period.
Adrian Ng, Technical Support Analyst – Adrian has a background in engineering and support and is settling in well.
Chris Orr, promoted to Software Support Team Lead – Chris now leads the team which consists of our newer team members.
