Support chat and tickets

Support is where you talk to the team at your carrier. Open it from the side menu, from the envelope icon in the top bar, or from Recent Support / Chat on the dashboard.

On the left you choose between:

• Chat — an ongoing conversation with your carrier's team.
• My Ticket — requests you want tracked until they are resolved.

Chat

Your account has one conversation with your carrier's team. Everyone at your company who has access to the portal shares it, so you can see what your colleagues have already asked and what the team replied.

To send a message:

1. In Support, select Chat.
2. Type your message.
3. To include a file, select Attach a file. You can attach images, PDFs, Word and Excel documents, CSV and text files, up to 10 MB each.
4. Select Send.

Messages you send from other parts of the portal land in the same conversation too — for example a problem reported from the tracking view or a price match request on an order.

Support tickets

Use a ticket when you want a request to be tracked from start to finish, such as a billing question or a change that needs follow-up.

Raise a ticket

1. In Support, select My Ticket.
2. Select Raise a ticket.
3. Fill in What do you need help with? with a short summary, and add Details such as order numbers, dates and what you expected.
4. Choose a Priority: Low, Normal, High or Urgent.
5. Optionally set a Needed by date.
6. Select Raise ticket.

Follow your tickets

The ticket board has tabs for All, In progress, Resolved and Archive, and a search box. Each ticket shows its status and whether it is Being handled or still Waiting to be picked up.

Status	Meaning
Open	The ticket has been raised. Every new ticket starts here.
In progress	Your carrier's team is working on it.
Resolved	The request has been dealt with.
Archived	The ticket has been put away.

Open a ticket to read its conversation and reply to the team. When your request has been dealt with, you can select Mark resolved, and you can Archive a ticket you no longer need to see.