The short answer
Each submission through the support form becomes one ticket, and several tickets sent in the same session are merged into one. Write one ticket per issue, say what you were trying to do and what happened, add a link to a screenshot or recording, and keep the reference number. We never ask for passwords, and you must never send them.
How tickets work here
You send a request through the support form. Each submission creates one ticket. The support team reviews each ticket and follows up. We do not promise response times in this guide, because they depend on the request, and your proposal and project manager are the right place for timing.
If you send several tickets in the same session, they are merged into one. That is deliberate. It stops a single problem from becoming five parallel conversations, and it means one person sees the full picture. So splitting one problem into multiple messages does not speed it up. Neither does sending the same message twice.
Different issues are a different matter. A broken contact form and a question about an invoice need different people. Submit them as separate tickets, in separate sessions, so each lands with the right owner. One issue, one ticket. Support guidance from other teams says the same thing: GuideCX, a software company, notes in its help center that one issue per ticket works best because it helps the team move faster and keep updates clear.
The anatomy of a great ticket
A great ticket answers the first questions we would otherwise have to ask. Each question we need to ask is a round trip. A ticket that answers them up front can be acted on straight away. It does not need to be long. It needs to be specific.
- A clear subject: "Contact form on /contact/ not sending" says more than "Help".
- What you were trying to do, for example "Submit the quote request form".
- What happened, including exact wording of any error message.
- Where it happened: the page address and the device and browser you used.
- When it started, and whether it happens every time or only sometimes.
- What you have already tried, such as clearing the cache or a different browser.
- A screenshot or screen recording, shared as a link. We take attachments as links from Google Drive, Dropbox or Loom.
- What outcome you want. "I want the form to email to a new address" is different from "the form is broken".
Never put a password in a ticket. We never ask for one, and we can reset access without seeing a password.
A poor ticket versus a good ticket
Here are two versions of the same problem. The first leaves us guessing. The second gives us what we need to start work.
| Poor ticket | Good ticket |
|---|---|
| Subject: HELP. Message: The website is broken, please fix ASAP. | Subject: Quote form on /get-a-quote/ shows an error after Submit. |
| No page, no device, no timing. | Page: /get-a-quote/. Device: iPhone, Safari. Started this morning, happens every time I try. |
| No error text. | Error text: "Something went wrong, please try again." |
| No screenshot. | Recording: link to a 20 second Loom showing the steps. |
| No goal. | Goal: I need to receive quote requests, I have a client call tomorrow expecting leads. |
Example: Same problem, two outcomes
Two clients had the same form issue. The first wrote "website broken." We had to ask which page, which device and what happened, and each answer arrived hours later. The second sent the page, device, error text and a short recording in the first message. The cause was visible straight away: the form's notification address pointed to an inbox that no longer existed. Same problem, but one ticket needed three rounds of questions and the other needed none.
The reference number
When you submit a ticket you get a reference number. Keep it. Quote it in any follow-up, so the person helping you can find the history straight away instead of searching. If you reply in a thread, keep the reference in the subject line. If you have a reference and need to add information, add it to the same ticket instead of starting a new one, which would be a duplicate.
What to do when it is urgent
Urgent does not mean louder. It means more precise. If your site is down, if something is being shown that should not be, or if you suspect someone has broken into an account, say so in the first line of the ticket and be as specific as you can. Choose the category that fits. For a site that will not load, start with my website is down. For a possible compromise, see suspected hack.
If it is urgent and you also have a project manager, tell them what you have submitted and the ticket reference, so someone who knows your account is watching for it. Who to contact explains the routes, including how to reach a leader if nothing moves. We do not give fixed response times in this guide, but a clear, specific ticket is the fastest thing you can send.
Common mistakes
- Sending the same message several times. It gets merged anyway and adds noise.
- Putting two unrelated problems in one ticket, so one waits for the other.
- Replying to an old email instead of the ticket, which splits the history.
- Writing "as discussed" with no detail, when the person reading was not part of the discussion.
- Describing the fix you want instead of the problem you see. Describe the problem first, then suggest the fix.
- Attaching huge files instead of links.
When to ask us
If you are not sure which category to choose, pick "Something else" and describe your request. If you are not sure whether something is one issue or two, send it as one and say so in the first line. A person on our team will split it if it needs it. Include the page address, the device, a short description of what happened, a link to a screenshot or recording, and your ticket reference if you have one. For anything about money, choose the billing category and see ask about a charge.
