Managing Your Requests
When submitting a request to our support team, your request is automatically created as a Ticket. Although you receive email replies for each response, the Help Centre is the best place to manage and view all your tickets in one place.
To do so, simply log in the Help Centre and click on Requests.
Understanding the Ticket Status and Details
Each ticket can have 1 of 3 status:
- Open
- Awaiting Your Reply
- Solved
On the right, you will also see some other essential details that have been submitted. These will be dependent on the form you choose.
Create Separate Tickets for Each Request
For each new request, create a separate, single ticket. This will improve your experience as our agents will respond to your queries more efficiently.
Avoid Multiple Requests in a Single Ticket
Think of each ticket like an email thread. If you receive three emails in the same thread asking for different questions, there is a chance that you will respond to some questions but not all.
Because each ticket can only have one active status, each query should be presented in its own ticket. This will make sure that each request will be responded to in a timely manner.
Avoid Creating Multiple Tickets for a Single Request
When you have submitted a request and want to follow up, please use the same ticket. When multiple tickets are created, the agent will treat your message as the first message in your request, losing some context.
By retaining the same ticket, you will get an answer that contains the full context and can serve you better.
The # Ticket Number
Each ticket is automatically assigned a unique ticket number, starting with #. When creating follow-ups for closed tickets or making a reference to another ticket, agents will use this number so that customers can find that previous communication.
CCs and Ticket Access
In your tickets, you can CC other emails. Please note that when a user is CC'd, they will gain access to the full ticket history.
In the cases where you want to include a CC for only half the ticket, we would recommend that you create a new ticket altogether, including the CC while making reference to the original Ticket Number.
For example: "As discussed in ticket #1496, I am cc'ing Michael, who is assisting me on this matter."
That way, our agents will be able to look into the original ticket and obtain the context, prior to responding.
View Tickets Created by Your Team
By default, users can only view tickets that they create or are cc'd in. With our Premium Support Agreements, specific team members (such as business owners or team leaders) can be granted access to all tickets created by their organisation.
Instead of cc'ing the director or forwarding them each email, giving them access to all tickets will give them the necessary visibility without resorting to manual actions for each ticket.
Feedback on Ticket Management
We hope this article helps you navigate your tickets and understand best practices for effective communication.
If you have any suggestions or feedback on how this can be made better for you, feel free to submit your feedback to our team! We'll do our best to implement whatever is necessary to improve your experience.