Raising and tracking a support request

A ticket: a written request to this firm's support desk that stays in one thread until it is resolved, instead of scattered across emails.

When you would use this: something is wrong, you need help, or you have a question that is not answered in the knowledge base.

Raising one: open "My tickets" and choose "New request". Give it a subject and describe what you need; add a priority if you are offered one, and attach a file if it helps explain the problem. Submit it, and it appears in your list with its own reference.

Following one: open "My tickets" to see everything you have raised and its current status. Open one to read the thread and reply — each reply, from you or from the firm, is added to the same thread and you are notified when there is a new one.

What each status means: open (waiting on the firm), and closed (resolved). A closed ticket can usually still be reopened with a reply if the same problem comes back; the page tells you if it cannot, and offers a way to start a new one linked to it instead.

When it refuses: "My tickets" missing from your menu, or a message saying support is not available to you, means your particular contact has not been given access to raise tickets — a colleague at the same company may still have it. Ask on "Contact us" to have your own access changed.