If you get in touch with us, we will keep a record of the support request. This allows you to keep an eye on the progress that we have made on your issue, as well as viewing all the requests you have made in the past. To access your support requests, click your name at the top right of the portal and select Requests:
You will then see a list of all your support requests as well as requests you are copied into. To see more detail, just click the Subject line of the request. You can also use the search facility to look through previous requests.
After you select the request, you will see the full conversation detail you have had with our Support Team. On the right-hand side of the request is a summary of the issue. Here's what each part actually means:
- Requester: the name of the person making the request
- Created: the date the request was created
- Last activity: the date and time the last response or change to the request was made
- Assigned to: If your request has been assigned to a particular agent, their name will appear here
- ID: The unique reference for the request
- Status: this is the current status of the request. This will display one of the following:
- New: the ticket has been created but has not yet been seen by our team
- Open: the request has been assigned to one of our agents and they will be responding shortly
- Pending: the request is waiting for a response from yourself
- On-Hold: the request is currently paused whilst we carry out further investigation before responding
- Awaiting Change: requests in this state are on hold as we are waiting for a change to our platform or service to be completed before we can respond
- Solved: the request has been solved but is not yet closed. You can still reply to the request if you need to
- Closed: the request is now closed and cannot be edited further. Please feel free to reference the request ID if you need to open a follow-up request.
- Priority: the priority defines how urgent the request is. Most issues will have a priority of Normal assigned to them.
Responding to a request
At the bottom of the detail screen, you will see a field marked Add to Conversation. Clicking this field will allow you to add additional comments to your request which will then be sent to the support agent. The editor supports HTML text and you can also upload files if you wish. Once you have added your comments, click the Submit button and your response will be saved. You can also click Mark as Solved which is explained below.
Marking as solved
Under the response entry field, you will see a button labelled Mark as Solved. This button will mark the request as solved, which indicates to our Support Team that the request is complete. You can mark a request as solved at any time, with or without a response, and our team will appreciate you confirming the request is complete.