At the core of our customer support experience are two key components: the Support Portal and the Ticketing System. Here's a complete overview to help you understand how these tools work and what you can expect when you reach out to us for support.
Our Support Portal is a dedicated website designed to serve as a one-stop resource for all your support needs. From this portal, you can create, read, edit, and update your support requests and tickets. In addition to facilitating these tasks, the portal also offers a wealth of useful information and guides that may help you resolve some issues immediately.
The Support Portal serves as a collaborative space where we can work closely with you to address any problems, questions, or concerns you may have. It streamlines the communication process, ensuring that we're always on the same page and can resolve issues efficiently.
A ticket is essentially a single thread of email conversations centred around a specific issue, incident, or query. When you reach out to us, a ticket is generated to keep track of the communication and ensure nothing falls through the cracks.
You have the flexibility to reply to tickets directly through your email, just like you would with any other email conversation. Alternatively, you can read, reply, and update your ticket through the Support Portal using any web browser. This ensures you can manage your support needs in a way that's most convenient for you.
Although tickets might initially seem impersonal, they are crucial for effective communication and record-keeping. By utilising this ticket-based system, we can serve you more efficiently, keeping track of your issue, comments, and replies in a cohesive manner. Rest assured, all our support is UK based, and our team is always keen to engage in friendly, helpful conversations.
We are committed to providing an organised and user-friendly experience. By integrating both a comprehensive Support Portal and an efficient Ticketing System, we aim to offer you a seamless way to get the help you need.
We hope you'll appreciate the convenience and efficiency that our carefully designed support system offers, as we continually strive to make your experience with us as pleasant as possible.
Last updated: October 2023
