Raise a request with the DNA Software Customer Care Team to get support for purchased products.
Technical product support
Need help with getting started with DNA Software products? Select this to request assistance.
Required fields are marked with an asterisk*
{"xsrfToken":"5317d96ded45263e1c87ef4f8594e9e909ae5938_lout","branding":{"id":"1","key":"dshd","name":"DNA Software Customer Support","portalBaseUrl":"/servicedesk/customer/portal/1"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/e9fc6c85-4fcf-494a-a404-1695e314ea53/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmU5ZmM2Yzg1LTRmY2YtNDk0YS1hNDA0LTE2OTVlMzE0ZWE1MyI6WyJyZWFkIl19LCJleHAiOjE3NTI4MDIxNzcsIm5iZiI6MTc1MjgwMTU3N30.39gUCfP494sNu6vvrPUhzJbIsC1IpLFYaaxN0EKGShw&client=a416c2cb-97f7-4ced-9bb6-f9dd8c053489&mode=fit","logoId":"e9fc6c85-4fcf-494a-a404-1695e314ea53","isLogoAvailable":true,"helpCenterTitle":"Welcome to the DNA Software Help Center","sharedPortalName":"DNA Software Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the DNA Software Help Center","sharedPortalName":"DNA Software Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/2f09ed5e-dd7f-4970-a1af-5bde41727973/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjJmMDllZDVlLWRkN2YtNDk3MC1hMWFmLTViZGU0MTcyNzk3MyI6WyJyZWFkIl19LCJleHAiOjE3NTI4MDIxNzcsIm5iZiI6MTc1MjgwMTU3N30.E4Frr9-wUJNBpZ0nhDx-4pssMIW6vVt3msbtdLg128o&client=a416c2cb-97f7-4ced-9bb6-f9dd8c053489&height=300&mode=fit","bannerMediaApiFileId":"2f09ed5e-dd7f-4970-a1af-5bde41727973","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"dshd","projectId":12708,"serviceDeskId":1,"name":"DNA Software Customer Support","description":"<p>Welcome Existing Customers!</p>\n<p>Raise a request with the DNA Software Customer Care Team to get support for purchased products.</p>","portalBaseUrl":"/servicedesk/customer/portal/1","reqTypes":[{"id":"27","name":"Expert scientific consulting","descriptionHtml":"","callToAction":"Expert scientific consulting","introHtml":"<p>Request for expert guidance to optimize use of DNAS products</p>","icon":10733,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10733","groups":[5],"key":""},{"id":"40","name":"Kit product support","descriptionHtml":"","callToAction":"Kit product support","introHtml":"<p>Need help with DNA Kit products?</p>","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","groups":[5],"key":""},{"id":"4","name":"Other questions","descriptionHtml":"","callToAction":"Other questions","introHtml":"<p>Don't see what you're looking for? Select this option and we'll help you out.</p>","icon":10863,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10863","groups":[5],"key":""},{"id":"6","name":"Report a bug","descriptionHtml":"","callToAction":"Report a bug","introHtml":"<p>Tell us the problems you're experiencing.</p>","icon":10859,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10859","groups":[5],"key":""},{"id":"39","name":"Software product support","descriptionHtml":"","callToAction":"Software product support","introHtml":"<p>Need help with DNA Software products?</p>","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","groups":[5],"key":""},{"id":"8","name":"Suggest improvement","descriptionHtml":"","callToAction":"Suggest improvement","introHtml":"<p>See a place where we can do better? We're all ears.</p>","icon":10853,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10853","groups":[5],"key":""},{"id":"1","name":"Technical product support","descriptionHtml":"","callToAction":"Technical product support","introHtml":"<p>Need help with getting started with DNA Software products? Select this to request assistance.</p>","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","groups":[5],"key":""},{"id":"33","name":"DNAS Consulting Contract","descriptionHtml":"","callToAction":"DNAS Consulting Contract","introHtml":"<p>Defined custom consulting contract for external customers</p>","icon":10836,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10836","groups":[],"key":""},{"id":"32","name":"DNAS Program","descriptionHtml":"","callToAction":"DNAS Program","introHtml":"<p>Ongoing program</p>","icon":10715,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10715","groups":[],"key":""},{"id":"12","name":"DNAS Project","descriptionHtml":"","callToAction":"DNAS Project","introHtml":"","icon":10837,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10837","groups":[],"key":""},{"id":"5","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10841,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10841","groups":[],"key":""},{"id":"11","name":"Internal task","descriptionHtml":"","callToAction":"Internal task","introHtml":"","icon":10703,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10703","groups":[],"key":""},{"id":"73","name":"IT Support","descriptionHtml":"","callToAction":"IT Support","introHtml":"<p>Internal IT support for DNAS Employees and systems</p>","icon":10704,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10704","groups":[],"key":""},{"id":"34","name":"Junk Mail","descriptionHtml":"","callToAction":"Junk Mail","introHtml":"<p>Junk requests</p>","icon":10745,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10745","groups":[],"key":""},{"id":"38","name":"Project Planning","descriptionHtml":"","callToAction":"Project Planning","introHtml":"<p>Task for project planning</p>","icon":10830,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10830","groups":[],"key":""},{"id":"26","name":"Project Requirement","descriptionHtml":"","callToAction":"Project Requirement","introHtml":"<p>A requirement for a DNAS project</p>","icon":10837,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10837","groups":[],"key":""},{"id":"36","name":"Request Software License","descriptionHtml":"","callToAction":"Request Software License","introHtml":"<p>Request a software license be issued for a linked software sale ticket</p>","icon":10701,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10701","groups":[],"key":""},{"id":"30","name":"Request Software Training","descriptionHtml":"","callToAction":"Request Software Training","introHtml":"<p>Request training on DNAS Applications for new licensees</p>","icon":10700,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10700","groups":[],"key":""}],"reqGroups":[{"id":5,"name":"General"}],"orderMapping":{"5":[40,39,6,1,27,8,4],"1":[4],"2":[4]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"35d3a1cf-c751-3365-a63c-8e67dc686840","appLinkName":"System Confluence","appLinkUrl":"https://dnasoft.jira.com/wiki","spaceKey":"DSHD","spaceName":"DNA Software Help Desk","spaceUrl":"https://dnasoft.jira.com/wiki/spaces/DSHD","isServer":false},"labels":[],"projectKey":"HELP","serviceDeskId":1,"kbLinkDomainURLs":["https://dnasoft.jira.com"]},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"HELP","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMjcwOCI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTI4MDI3NzcsIm5iZiI6MTc1MjgwMTU3N30.inM4hpF59-OoevYO1yWn1g16srxk3TMpEoNgbamKcXg","targetCollection":"upload-project-12708","endpointUrl":"https://api.media.atlassian.com","clientId":"a416c2cb-97f7-4ced-9bb6-f9dd8c053489","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[{"id":"2521ff72-8848-46da-98a8-feee128ae20f","name":"Institutions","description":"Customer institutions upon which licenses are issued or contracts are made","categoryUrl":"https://dnasoft.jira.com/servicedesk/customer/portal/1/topic/2521ff72-8848-46da-98a8-feee128ae20f","lastUpdated":"1743544396795","createdAt":"1743544324540"},{"id":"1b9008bf-25cd-4945-92a1-fcbada407802","name":"Service Contracts","description":"Customers who opted in on consulting or extended support services","categoryUrl":"https://dnasoft.jira.com/servicedesk/customer/portal/1/topic/1b9008bf-25cd-4945-92a1-fcbada407802","lastUpdated":"1743544489256","createdAt":"1743544452682"}]}},"reqCreate":{"id":1,"projectId":12708,"issueType":{"id":"10000","name":"CustomerSupport"},"form":{"name":"Technical product support","descriptionHtml":"","callToAction":"Technical product support","intro":"<p>Need help with getting started with DNA Software products? Select this to request assistance.</p>","instructions":"","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"Summarize your need for technical support.","descriptionHtml":"<p>Summarize your need for technical support.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"multiselect","jiraFieldType":"components","fieldId":"components","fieldConfigId":"","label":"Components or products","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"11864","label":"AWS","selected":false,"children":[]},{"value":"12019","label":"AWS-Cloudwatch","selected":false,"children":[]},{"value":"12020","label":"AWS-ECR","selected":false,"children":[]},{"value":"11841","label":"Admin Interface","selected":false,"children":[]},{"value":"11899","label":"Antisense Architect","selected":false,"children":[]},{"value":"11870","label":"Autofit","selected":false,"children":[]},{"value":"11965","label":"BFX_tools","selected":false,"children":[]},{"value":"11868","label":"BHM_repo","selected":false,"children":[]},{"value":"11883","label":"CRISPR Creator","selected":false,"children":[]},{"value":"12010","label":"Consensus_WebUI","selected":false,"children":[]},{"value":"11858","label":"Consensus_workflow","selected":false,"children":[]},{"value":"11882","label":"CopyCount_WebUI","selected":false,"children":[]},{"value":"11954","label":"CopyCount_workflow","selected":false,"children":[]},{"value":"11813","label":"DNAS_Company_Website","selected":false,"children":[]},{"value":"12013","label":"DNAS_Services","selected":false,"children":[]},{"value":"11851","label":"DNAble Quantification","selected":false,"children":[]},{"value":"11885","label":"Designer","selected":false,"children":[]},{"value":"11886","label":"Designer Interface Bundle","selected":false,"children":[]},{"value":"11852","label":"Genome Viewer","selected":false,"children":[]},{"value":"11931","label":"Genome_Playlist_Webapp","selected":false,"children":[]},{"value":"11967","label":"Genome_Server","selected":false,"children":[]},{"value":"11892","label":"Infrastructure & Server Config","selected":false,"children":[]},{"value":"11895","label":"Integration Tier","selected":false,"children":[]},{"value":"11985","label":"Legacy Analysis Pipeline","selected":false,"children":[]},{"value":"11978","label":"Legacy_App_Pipeline","selected":false,"children":[]},{"value":"11987","label":"PCRassays_Website","selected":false,"children":[]},{"value":"12009","label":"PanelPlex_WebUI","selected":false,"children":[]},{"value":"11855","label":"PanelPlex_workflow","selected":false,"children":[]},{"value":"11887","label":"Portal_WebUI","selected":false,"children":[]},{"value":"11912","label":"Project_Assay Optimization Interface","selected":false,"children":[]},{"value":"11889","label":"Project_DNAS_Commons","selected":false,"children":[]},{"value":"11891","label":"Project_E-Utilities_Client_Library","selected":false,"children":[]},{"value":"11928","label":"Project_Fast_Compare","selected":false,"children":[]},{"value":"11896","label":"Project_Kinetics","selected":false,"children":[]},{"value":"11898","label":"Project_Luminex Probe Design Assistant GUI","selected":false,"children":[]},{"value":"11933","label":"Project_Multiplex_Picker","selected":false,"children":[]},{"value":"11854","label":"Project_PCR_Validation","selected":false,"children":[]},{"value":"11938","label":"Project_Pathfinder","selected":false,"children":[]},{"value":"11903","label":"Project_Press_Release","selected":false,"children":[]},{"value":"11860","label":"Project_RNA_123","selected":false,"children":[]},{"value":"11942","label":"Project_Shared_C++_Code","selected":false,"children":[]},{"value":"11950","label":"Project_Universal_Primer_Design","selected":false,"children":[]},{"value":"11924","label":"Project_Visualization","selected":false,"children":[]},{"value":"11921","label":"Project_Website","selected":false,"children":[]},{"value":"11856","label":"REST-API","selected":false,"children":[]},{"value":"11905","label":"Sequence Library","selected":false,"children":[]},{"value":"11862","label":"Sequence Playlists","selected":false,"children":[]},{"value":"11906","label":"Simulator","selected":false,"children":[]},{"value":"11944","label":"Simulator_OMP","selected":false,"children":[]},{"value":"11969","label":"Structure Builder","selected":false,"children":[]},{"value":"11863","label":"Targan","selected":false,"children":[]},{"value":"11857","label":"ThermoBLAST","selected":false,"children":[]},{"value":"11961","label":"ThermoBlast DE","selected":false,"children":[]},{"value":"11859","label":"ThermoSearch","selected":false,"children":[]},{"value":"12004","label":"ThermoSleuth_WebUI","selected":false,"children":[]},{"value":"11953","label":"ThermoSleuth_workflow","selected":false,"children":[]},{"value":"11937","label":"Visual_OMP","selected":false,"children":[]},{"value":"11966","label":"dnas_config","selected":false,"children":[]}]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/1/create/1","requestValidateBaseUrl":"/servicedesk/customer/portal/1/validate/1","calendarParams":{"firstDay":0,"date":"2025-07-18T04:19:38+0300","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"35d3a1cf-c751-3365-a63c-8e67dc686840","appLinkName":"System Confluence","appLinkUrl":"https://dnasoft.jira.com/wiki","spaceKey":"DSHD","spaceName":"DNA Software Help Desk","spaceUrl":"https://dnasoft.jira.com/wiki/spaces/DSHD","isServer":false},"labels":[],"projectKey":"HELP","serviceDeskId":1,"kbLinkDomainURLs":["https://dnasoft.jira.com"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMjcwOCI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTI4MDI3NzgsIm5iZiI6MTc1MjgwMTU3OH0.lWE3hKBQLWxTBhW7Ib8ZZTwpur_YPW8XcmHuovzRMy0","targetCollection":"upload-project-12708","endpointUrl":"https://api.media.atlassian.com","clientId":"a416c2cb-97f7-4ced-9bb6-f9dd8c053489","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}