Frequently Asked Question
Do's and Dont's When Logging Tickets
Last Updated 8 months ago
In order for us to deal with your issue as quickly as possible, we request that you follow the guidelines below:
Please Do: Follow the guidelines above to ensure your ticket is handled promptly and efficiently.
The guidelines are in place to ensure that our support team can do what we do best in the most efficient manner possible. Adhering to these will ensure that your issue is resolved as soon as possible.
Please Do: Include any other relevant information that you feel our team may need to know.
Sometimes you may have some additional information or insight that you may not be sure is completely relevant to the ticket. In the majority of these cases, it is better to provide this in your support ticket as our support team will be able to immediately rule them out or investigate them further.
Please Don't: Combine multiple issues into a single ticket.
Your ticket may expand into a larger investigation involving multiple members of the support team, adding multiple issues to a single support query can cause confusion while the issue is being investigated and will result in a delay in response times.
Please Don't: Submit multiple tickets for the same issue.
When we investigate an issue, it is important that we can see a chronological history of the support provided and the issues. Submitting multiple tickets will create confusion while we work on the issue and will cause significant delays to your response times.
It can sometimes take us a while to reply to a ticket as in the majority of cases, we will not push a change to your workstation or account without thoroughly testing it first. If you receive a ticket submission confirmation email when submitting the ticket, rest assured the support team are aware of the ticket and are likely investigating it.
Please Don't: Reply to your own ticket multiple times to chase a reply.
When you submit your support ticket, you will be asked for the urgency of the ticket. We use this and the time since last reply to determine the tickets priority in the queue.
Replying to your own ticket is extremely counterproductive as your ticket will appear as though it is newer than it is and this will cause a significant delay.
Don't send us "One Liners"
Sending a one liner ticket, such as: "Email not working" is extremely counterproductive and will delay us in getting you issue sorted. Please provide as much information as you can, to assist us in triaging and resolving your issue. See this guide, for help with logging a ticket and the information we require from you.
We understand that it can be frustrating when things go wrong - and sometimes you may want to blame us! However, things will always turn out better if you work with us.
Physical abuse towards our staff will also not be tolerated. Absolutely Don't: Become abusive or use profanity towards our staff.
Please Do: Follow the guidelines above to ensure your ticket is handled promptly and efficiently.
The guidelines are in place to ensure that our support team can do what we do best in the most efficient manner possible. Adhering to these will ensure that your issue is resolved as soon as possible.
Please Do: Include any other relevant information that you feel our team may need to know.
Sometimes you may have some additional information or insight that you may not be sure is completely relevant to the ticket. In the majority of these cases, it is better to provide this in your support ticket as our support team will be able to immediately rule them out or investigate them further.
Please Don't: Combine multiple issues into a single ticket.
Your ticket may expand into a larger investigation involving multiple members of the support team, adding multiple issues to a single support query can cause confusion while the issue is being investigated and will result in a delay in response times.
Please Don't: Submit multiple tickets for the same issue.
When we investigate an issue, it is important that we can see a chronological history of the support provided and the issues. Submitting multiple tickets will create confusion while we work on the issue and will cause significant delays to your response times.
It can sometimes take us a while to reply to a ticket as in the majority of cases, we will not push a change to your workstation or account without thoroughly testing it first. If you receive a ticket submission confirmation email when submitting the ticket, rest assured the support team are aware of the ticket and are likely investigating it.
Please Don't: Reply to your own ticket multiple times to chase a reply.
When you submit your support ticket, you will be asked for the urgency of the ticket. We use this and the time since last reply to determine the tickets priority in the queue.
Replying to your own ticket is extremely counterproductive as your ticket will appear as though it is newer than it is and this will cause a significant delay.
Don't send us "One Liners"
Sending a one liner ticket, such as: "Email not working" is extremely counterproductive and will delay us in getting you issue sorted. Please provide as much information as you can, to assist us in triaging and resolving your issue. See this guide, for help with logging a ticket and the information we require from you.
We understand that it can be frustrating when things go wrong - and sometimes you may want to blame us! However, things will always turn out better if you work with us.
Physical abuse towards our staff will also not be tolerated. Absolutely Don't: Become abusive or use profanity towards our staff.
Abusive or violent language towards our staff will not be tolerated.