Ticketing & support

Submit a ticket

If you encounter any issues or have questions regarding DEAP, study data, documentation, or other NBDC related functions, please use the NBDC ticketing system. When you access the system you can navigate to ‘Help Center’ and initiate a ticket there.

To submit a ticket about DEAP follow the schema below based on what type of issue you are happening.

See the tip boxes below to see examples of tickets.

Note: See below about retrieving dataset IDs and including shared links.

Ticket details

In your ticket please include as many details as possible including:

  • The tab/page you are on;
  • Variable names or details;
  • Error messages;
  • Details about your download (# of variables, format, settings) etc.

If you are having an issue with a specific dataset it is often helpful to include the dataset ID or the shared link in your email. Your dataset ID can be retrieved by opening your dataset in editing mode and examining the URL. The id is the last string of numbers in the URL. If your URL was https://abcd.deapscience.com/#/my-datasets/edit-dataset/11 then your id is 11.

Ticket follow-up

When your ticket is submitted you will receive a case number via email. When there is a response to your ticket, you will be notified via email. You may also add more details through the link to your case provided in the email you receive.

You can also access your ticket from the ‘NBDC help center’ > ‘Manage tickets’ or by clicking the case number in your confirmation email.

All tickets are routed to a subject matter expert for your type of issue. When there is a response to your ticket, you will be notified via email.

Learn more about submitting a ticket here.