FAQ

Accessing and Submitting Tickets

Question: How do I access the ticket submission form?

• Answer: Log into your account, navigate to your dashboard, and click on "Open Ticket" located at the top right of your screen. This will take you to the ticket submission form.

Question: What should I include in my ticket to ensure it is addressed effectively?

• Answer: Be sure to select the correct department, usually "General Enquiries" if no other options are available. Clearly state your issue in the subject line, provide a detailed description including any error codes, steps to reproduce the issue, and mark critical information using formatting tools. If the issue is related to a specific service, select it from the related service dropdown menu.

Composing and Managing Your Ticket

Question: How detailed should my message be in the ticket?

• Answer: Your message should be clear and detailed. Include all relevant information that might help understand and resolve the issue faster. Details such as what you were attempting to do, any error messages you received, and steps to reproduce the problem are incredibly helpful.

Question: Can I attach files to my ticket?

• Answer: Yes, you can attach files such as screenshots, logs, or documents that might help illustrate your issue. Ensure that attachments comply with the allowed size limits and are in supported formats (jpg, gif, png, txt, pdf).

After Submission

Question: How long does it usually take to get a response to my ticket?

• Answer: Response times can vary based on the complexity of the issue and the current volume of tickets. However, you should typically expect an initial response within 24 hours. If it's a high-priority issue, indicate this in the priority field to potentially receive a faster response.

Question: What should I do if I don't receive a response in the expected time frame?

• Answer: If you do not receive a response within the expected time, follow up on your ticket using the ticket ID provided at submission. It's important to keep all communications within the ticket thread to ensure efficiency and maintain a record of the issue.

Question: Can I update a ticket after submitting it?

• Answer: Yes, if you need to provide additional information or a new development related to your issue arises, you can add a reply to the existing ticked to provide more information.