To help us help you, it’s useful if you make sure your ticket is written clearly and contains all the details we need. The more information we have, the quicker your request can be resolved.
Information that would be helpful includes:
Which website the ticket relates to
What the ticket is for - e.g. request, bug, question, incident
The priority for the ticket - low, medium, high, or urgent
In the portal there are fields for ticket type and priority to make this easier for you.
If you are reporting an issue, you could include:
Where on the site the issue is - link to specific pages if you can.
Which browser/s and operating system you’re seeing the issue on.
Screenshots of the issue.
Whether the issue relates to the frontend (what the public sees) or the backend (what site editors see).
What you have tried already (for backend issues, e.g. having problems editing something on your site).
If you are asking about new features or changes, you could include:
If this new work has been discussed before
Why you want the feature/change (there may be other options we can suggest)
When your ticket arrives in our system, we’ll use the information you give us to work out what the request involves. Your well-written ticket is appreciated as it reduces the amount of back-and-forward communication and we can get to work solving your request!
Once the ticket has been resolved, you should close it - this confirms that you don’t expect anything else to be done with this request.
For more about the process a ticket goes through, see our article on what happens to a ticket.