Raise a support ticket, and what happens next

Raising something takes about twenty seconds. What happens after is the part worth knowing.

How to raise one

Use the support widget inside the product. It is on every screen.

Write what you were trying to do and what happened instead. You do not need to write the technical detail: the widget sends the screen you were on and the version you were running along with your message. Those two facts are what usually save a round trip.

If you cannot reach the product, email the support address on your agreement, and say which screen and roughly what time.

What happens to it

Your message becomes a tracked item with a reference, a severity and a first-response target. The target is stored on the item when it is raised, not read from a page later, so the time you were told is the time that applies.

Severity 1 and Severity 1-S page a person immediately, at any hour. Severity 2 and 3 go into the normal queue.

What you get back

A first response from a person, inside the target for the severity, naming what is affected and when the next update comes.

If the problem turns out to affect more than you, it also appears on the status page, and from that point the page carries the timeline while you keep getting the detail specific to your account.

What to include for the three that are hardest to chase

Something did not send. The record it was sent from and roughly when. Delivery evidence per message is in the product, and having the record makes the difference between a two-minute answer and a two-day one.

A number looks wrong. What you expected and where you expected it. A screenshot of the screen showing the number is worth more than a description of it.

An import brought in the wrong thing. The import reference. Every import keeps its own accounting of what landed and what was rejected, and that accounting is where the answer usually is.

What proves it worked

You get a reference back, and a stated first-response time beside it. If you got a reference with no time, tell us, because that is a fault in our end of this rather than in yours.

Something you should not have to do

Chase us. If a first-response target passes without an answer, that is our failure and it is measured on our side, not yours. Reply to the thread saying so and it escalates.