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Ticket creation and submission – the key to faster support

Ticket creation and submission

To help us deal with your support requests in the most efficient manner, there are a few things that you can do. I  am here to tell you what they are!

Ticket Do:

If you possibly can, please submit your support ticket via email (often, if you ring our engineers will not be able to talk to you or deal with your request straight away)

Include information such as:

Where is the issue occurring?  (PC / website / system / email address etc.)
What error message are you receiving?
When did the problem originally occur?
Who is it affecting?
Why did it start happening? (You might not know! We don’t mind if you caused the problem, but please tell us!)

Your name, company and contact number

Provide Purchase Orders and/or Authorisation to carry out chargeable work if your policies require it.

Give as much information as possible!

 

Ticket Don’t:

Ask us to call you back to discuss the issue without giving as much detail as possible (this will always delay our ability to resolve your issue)

Send a separate support ticke regarding the same problem

Call us to check we have received your ticket when you have submitted it by email

 

Following these guidelines will make sure that we can help you to resolve your problems as soon as possible. We are always endeavoring to improve our service for you , support tickets are a key part of our interaction with our customers and we want the process of submitting and resolving support tickets to be as smooth as it can be. If you have any feedback relating to our support system (or anything else for that matter) please do not hesitate to get in contact with us, we want to know what you think whether it is good or bad so that we can continue to develop our services.

For more information on how we prioritise your support tickets please see Support Ticket Priorities

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