Request logged
A confirmation is on its way to . Reply to that email to add anything else — it attaches straight to this ticket.
Getting your issue solved faster
What should I put in the description?
Explain what is wrong and what you need. Say what you were doing when it happened, what you expected, and what happened instead. If there was an error message, type it out word for word rather than summarising it — the exact wording is often what identifies the fault.
How much detail about my equipment do you need?
Name the equipment, software or system involved. If the problem is with a specific machine, printer or application, say which one. Anything that narrows down where to look saves a round of questions.
Does it matter when the problem started?
Yes. Tell us when you first noticed it and whether it happens every time, occasionally, or only once. A fault that started this morning after an update is a different problem from one that has been intermittent for weeks.
Should I attach a screenshot?
Whenever you can. A screenshot of an error message is worth several paragraphs describing it. You can attach up to five files, 10 MB each, and photos taken on your phone are fine.
What happens after I submit?
You'll see a ticket number on screen and get a confirmation by email. Watch for a reply and answer any follow-up questions promptly — most delays come from waiting on information rather than waiting on a fix. Replying to the confirmation email adds your message straight to the same ticket.
What if it's urgent?
Mark it Critical and say in the description why it can't wait — how many people are affected and what work has stopped. Critical tickets go to the top of the queue, so use it for genuine stoppages rather than anything merely inconvenient.
When does my ticket get closed?
Once the issue is sorted, let us know it's resolved so the ticket can be closed. If it isn't fixed, say so and it stays open — a ticket closed too early just gets raised again.