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Service desk support

When submitting a ticket, your supplier will likely ask for specific information to better support you.

When submitting a ticket, please include the following information:

  • Your current Collaborate client/app version number (on desktop, this is found on the ‘Settings’. screen. On mobile, it is found by tapping the three dots at the bottom of your screen)
  • The device model you are currently using to run Horizon Collaborate, i.e. PC/MAC, mobile (Samsung Galaxy, etc.)
  • The platform version/operating system you are running on that device (for example Windows 10, iOS 15.5, etc)
  • Your client logs for Windows or MAC , or email your error report if you are on iOS or Android
  • If any other users in your organisation are reported to have been affected by the issue (if applicable)
  • If your issue relates to an experience during a call (i.e. audio issues or call being unable to be ended or established) or how the call information displays within the app, please provide at least one example call including the number called, the specific user and the date and time the issue occurred. If it is possible to provide more than one example, this will help support the diagnostic process.

We also recommend including details on:

  • When the fault first occurred
  • If the affected user(s) are working in an office environment or working remotely
  • If the issue is persistent or intermittent; And
  • If the user(s) are connected via WiFi or mobile data.

Please note! Call examples and client logs throughout Collaborate are only viable for three days.

Troubleshooting