Our team has an estimated response time of less than or equal to 1 business day before we initially respond to your request. Often, the time is shorter for simple requests. The exception to this is during holidays or periods of limited coverage.
During holiday periods, we will display a banner across our Help Center stating when we will return. See an example below.
If our team attends a conference or is participating in university trainings/events, there may be periods of limited coverage. This will be indicated by a banner and/or a pop-up when you visit the home page or "Submit a Ticket" page. See an example below.
If you have not received a response from our team, it is not a holiday, and there is no indication of limited coverage, here are some steps you can take.
When submitting a ticket
In general, one useful method for checking whether a ticket has submitted successfully is logging into your Help Center account. If you have submitted a ticket before, then an account has already been initiated for you under that email address, you will just need to set a password. You can find instructions on how to create a Help Center account in our FAQ article How can I make a Help Center account? – CU Anschutz REDCap Help Center.
If you are not logged into the Help Center when submitting the ticket, please make sure to enter your email address correctly. Our team manages a large volume of requests, so we may not notice a typo in your email address when responding. If we respond to a ticket with a misspelled email address, the response will not get to you successfully.
When you submit a ticket successfully from the Help Center, you should be redirected to the home page and see a pop-up in the top right of the screen that states "Your request was successfully submitted."
If you remain on the ticket page where you have selected "Submit", your ticket did not submit successfully. Our form has a few required fields as well as validated fields to make sure that we are receiving accurate information. One of these is our "PID" field to verify we are receiving the Project ID and not a project name or IRB number (What is a PID and where can I find it? – CU Anschutz REDCap Help Center)
Keep an eye out for fields outlined in red with red text alerts, which indicates that your ticket could not be submitted due to missing or inaccurate information.
You should also receive email confirmation from support@redcapucdenver.zendesk.com via email any time you submit a ticket. The subject line of the email will be "[Request received]" followed by the title of your ticket.
If you initiated a request through REDCap, such as a move to production request or a review of drafted changes, the request will come to our ticket system automatically from the primary email address listed in your REDCap account profile. This is the email address that we will respond to when managing the request. When the request is submitted, you will receive an email confirmation from support@redcapucdenver.zendesk.com with the subject line "[REDCap] Request to Move Project to Production" or "[REDCap] Review & Approve Project Changes".
After ticket submission
If you have verified that the ticket has been submitted successfully, then you may have a response from our team, but it may have been routed to the wrong place. Please check your "Other" inbox, pictured below:
Occasionally, our responses have been routed there rather than the "Focused" inbox.
Please also check your spam/junk folders in case our response may have been flagged as spam.
Finally, if your request was initiated through REDCap as described in When submitting a ticket, please check your primary email address on your REDCap profile. The confirmation and any responses will be sent to that email address.
Overall, please don't hesitate to try to get in contact with us again if you have not received a response to your original request.