Creating a Support Incident

Creating a Support Incident

Creating a support incident is possible by going to the My Area section of the portal and clicking the "Add Ticket" button.

You'll then be presented with a form to gather details about your issue or query:


  1. Subject
    1. This should be a summary of the issue that will help you and us quickly understand the general problem you're seeing.
The Template drop down can be used to select the "New Support Ticket" template to pre-fill the Description field with headings that help us replicate and resolve your support ticket as quickly as possible:
  1. Description
    1. This should be a few sentences detailing exactly what the issue is.
  2. Steps to recreate the issue
    1. This should begin with the first action taken e.g. Launch the relevant URL of the site impacted, and all actions it took to make the issue occur. It's a good idea to include a Result at the end of the Steps, to make it clear where the issue occurs. 
  3. References
    1. Any info on customer ID, order number info should be included here if relevant.
  4. Device/Browser issue seen on
    1. Listing out all browsers affected and what versions they use, will quickly help the developer narrow down the potential causes of the issue.
  5. Links for recreation (URL)
    1. If you have any links where the issue can be seen, please include them here.
You can also add any attachments that are helpful for us when investigating the issue, e.g. screenshots, screen recordings, files, emails, etc.

When all the information you can provide has been added to the form, press the submit button to send the ticket through to our support team to start investigating.