Emailing us for support

Occasionally you may not be able to find what you need in our Help System, and if so, we would love to hear from you

Where to email us:

The best way to do this is to email us at support@myodyssey.app

These emails go directly to our ticketing system, raising unique numbered support tickets,

so that our team can monitor your requests and assign the right person to the task.

This email address is always being monitored/shared by our staff, so please send any urgent requests to this address rather than our personal business addresses, in case we are away from our desks, or even on leave.  

How to email us:

• You can email us by using your regular email system

or 

• by clicking on " Contact Us" at the top and bottom of every Help page in Odyssey. 
• To get to the Help system, click on Open Odyssey online help from the Main Menu | Online Help, or on any of the (i)'s you see sprinkled throughout Odyssey.

What info do you need to send?

We would really appreciate your help with a couple of things when emailing us:

• Please raise one issue per email  (this really helps us to manage and prioritise each request). As answers can sometimes get more involved, some questions might take longer to answer than others, and it also means we can divide them between support staff who can help with different areas.
• If you do include more than one issue per email, please number your questions. This helps us to ensure that each question is answered - and just makes it easier to respond to each point.
• Screen snapshots are always really helpful to us, they give us lots of visual clues as to what's happening.  Take a screen snapshot of the issue, and upload it by clicking the attachment or image buttons circled above.   If you need help with learning how to take a screen snapshot, you can learn more Here
• Where possible, if you are referring to a specific Booking or Trip, then please include a Booking or Trip Reference in your message as that also helps us drill right into the issue you are having. 
• Also, could you let us know if this was in your Live system, or your Sandbox
• You could even include a comment about whether you see this as High, Medium, or Low priority for your business.
• Thank you!

Tip:  Your business might prefer that your manager was copied in to the email conversation; if so, please CC them in to the email at the very start.  If you do, then they will be kept in the loop automatically with each email exchange on the topic.

Still need help? Contact Us