Support via ticket system

From 1 November 2017 we will restrict support requests to the online ticket system only. It will no longer be possible to raise a support ticket via email.

We will still send an email to inform customers when we have replied to a ticket. However replies to these emails will be discarded. Replies will only be accepted via the online ticket system.

We are making this change to improve security and reduce email headaches. Over the last few months we have observed a large increase in the number of CC email, auto-responders and spam to our team email. Some customers also reply from emails separate to the original ticket which can lead to it taking longer to resolve.

We have invested a lot of time and effort to try and filter auto-responder messages and auto-merge relevant tickets. However we sometimes get this wrong and important replies can be missed.

We have already ceased the option to reply to tickets via email. This is the final step in removing the ability to raise a support ticket via an email. The email address will no longer create a support ticket after this date.

From 1 November 2017 all queries can be raised as a ticket via our portal

These changes will enable us to provide faster and more effective support.

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