Ticket Creation Requirements

When creating a support ticket, our team must have the following minimum data from you:

• Your organisation and/or contract
• Who has raised this issue (whether it's yourself or another user)
• ID numbers for examples
• Any screenshots or recording that will help us to replicate the issue (without any personal information)
• If an error message has occurred; 
  - What were you doing before the error happened (explained clearly)
  - Screenshots of the error
• If it's a request;
  - Details of exactly what you need actioning/changing 
  - Who this affects
  - Who has approved this

If your ticket does not have the sufficient information we require it will be rejected.

As best you can, please help our support team by communicating the issue you’re facing, or question you’re asking, with as much detail as available to you. 

In subsequent replies, our support team may ask you follow-up questions. Please do your best to read through the entirety of the reply and answer any such questions. If there are any additional troubleshooting steps, or requests for additional information please do your best to provide it.

The more detailed information we receive, the quicker we will be able to investigate and resolve your issue.