We've listened to feedback and invested in a new support platform to help us resolve issues faster, improve communication and give you better visibility of your requests from start to finish.
What is new?
A modern, easy to use support portal
Better ticket tracking and updates
Faster routing to the right support teams
A self-service Knowledge Base packed with helpful guides and articles
An AI-powered assistant to help answer simple questions and resolve common requests quickly
Improved case management and escalation processes
Answers to Frequently Asked Questions
What happens to my existing open tickets?
Your existing open tickets will remain open and continue to be managed by our Customer Support team as normal.
You do not need to raise a new ticket for an issue that is already being worked on, and our team will continue to progress your existing requests through to resolution.
What happens to the existing support portal?
From 9th September, the existing ticket portal will be disabled.
We've put a lot of thought into this decision. Our aim is to make the transition as simple and seamless as possible by providing one clear place for all new support requests and updates, rather than maintaining two separate support portals during the transition.
From launch, our new Customer Support Help Centre will become your central place to raise and track new support requests.
Do I need to register for the new Customer Support Help Centre?
When you raise a ticket through the new Customer Support Help Centre, you'll be given the option to register for an account.
We recommend registering, as this will allow you to log in to the Customer Support Help Centre and easily view and track the progress of tickets raised in the new system.
You can also continue to contact Customer Support using your existing support email address as you do today.
What if I reply to an older ticket?
If you reply to an existing ticket after the new platform launches, your response will automatically create a new ticket in the new Customer Support Help Centre.
You won't need to repeat the history of your issue. Our Customer Support team will continue to have access to the previous ticket history, allowing us to understand the context and continue supporting you.
What about my previous ticket history?
Although the existing portal will no longer be available to customers, our Customer Support team will retain access to previous ticket history. We recognise how valuable this information can be when investigating recurring issues or referring back to previous resolutions. Our team will therefore be able to access this information when needed to support your request.
Do I need to do anything now?
No action is required at this stage.
Your existing Customer Support email address will continue to work as it does today.