Raising a support ticket
We want to resolve your issues as quickly as possible. The more context you can give us when raising a ticket, the faster we can investigate. In many cases, the right details can cut resolution time significantly.
This page explains what to include depending on the type of issue you're raising.
Tell us what kind of issue it is
You don't need to use any specific terminology, just pick the description that fits best:
Something has stopped working or is behaving differently
A process that used to run correctly is now failing; data isn't saving; an action produces an unexpected result
Something doesn't look right on screen
A layout is broken; text or figures are displaying incorrectly; a page looks different than expected
I can't access something I should be able to
A page is returning an error; a feature is greyed out; login is failing
I'd like the system to do something it currently can't
A new workflow, an additional field, a different export format
I'm not sure how to do something
I know the feature exists but can't find it or make it work
This helps us route your ticket and get in the right mindset.
Include the right context
Different issues need different information. Here's a quick guide:
If something has stopped working or is behaving unexpectedly
This is where context makes the biggest difference. Please include:
When it happened - the date and time (and time zone). We use this to correlate your experience with system logs, so even a rough time helps but the more you can narrow it down to a specific time the better (otherwise it's like looking for a needle in a haystack)
How to reproduce it - walk us through what you did, step by step. For example: "I went to [screen], selected [option], clicked [button], and instead of [expected result] I saw [actual result]"
How often it's happening - every time, intermittently, or just once?
Who is affected - just you, specific people, or everyone?
Any error messages - copy the exact text if you can, or better please include a screenshot
The single most useful thing you can give us for this type of issue is a reliable way to reproduce it. If you can tell us the exact steps that trigger the problem, we can usually diagnose it much faster.
If something doesn't look right on screen
Which browser and device you're using
A screenshot - even a quick one is enormously helpful
Where in the application the issue appears
The time it occurred is not always needed if it's happening all the time
If you can't access something
What you're trying to access and from where
Your username or account if you're raising on behalf of someone else
The exact error message, if one is shown
When it started - did it work previously?
If you have a feature request
What you're trying to achieve - not just what you want built, but the underlying goal. This helps us understand the need and find the best solution, which may already exist
How you're working around it today, if at all
How often this affects you - occasionally, daily, for every client?
If you have a question
Just describe what you're trying to do and where you're getting stuck. No additional context needed
A note on screenshots and recordings
A screenshot is worth a thousand words. If you're unsure what to include, a screenshot of what you're seeing is almost always useful - even for issues that aren't primarily visual. Try to include the whole screen because that seemingly secondary information can be important sometimes.
For intermittent or hard-to-describe issues, a short screen recording can save a significant amount of back-and-forth.
What happens after you raise a ticket
You'll receive an acknowledgement with a ticket reference
Our team will review and may follow up with clarifying questions
You'll be kept updated as the ticket progresses
Once resolved, we'll confirm the fix and what caused it where possible
Not sure what category your issue falls into? Raise it anyway and describe what you're seeing. We'd rather receive an incomplete ticket than none at all — we can always ask follow-up questions.
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