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As a rule, we do not accept work or support requests by email, as it is simply nowhere near as efficient.

Here’s why we can serve you better through a ticketing system compared to email, with added emphasis on security and reliability:

1. More Secure Communication: Ticket systems offer a higher level of security than traditional email. Sensitive information shared through a ticket system is stored in a secure environment, using encrypted communication channels. Email, on the other hand, can be more vulnerable to breaches, phishing, forgery, interception during transit, or accidental forwarding. By using our ticketing system, you can trust that your information is handled with greater care and security.

2. Enhanced Organisation and Tracking: With our ticketing system, every request you make is assigned a unique ticket number, ensuring it’s properly logged and easily tracked from start to finish. This means we can keep a close eye on your issue until it’s resolved, preventing it from being overlooked. In contrast, emails can easily get lost in inboxes, misfiled, or buried under other messages.

3. Efficient Prioritisation: We can categorise and prioritise tickets based on the nature and urgency of the issue. This ensures that critical matters are addressed promptly, providing faster solutions when you need them most. Email systems don’t offer this level of organisation, making it harder for us to prioritise urgent issues effectively.

4. Clear Accountability and Collaboration: Our ticketing system makes it easy for us to assign your issue to the correct team member or department, ensuring it gets the attention it requires. If your issue involves multiple teams, the system allows smooth collaboration without losing track of responsibility. With email, it can be difficult to coordinate across teams, leading to delays and confusion over who is handling your request.

5. Reliable Delivery – No Lost Requests: Unlike email, where messages can get lost in transit, end up in spam folders, or fail to deliver, a ticket system ensures that your request is received and logged without fail. This gives you peace of mind that your issue is being handled, without the need to worry about emails going astray.

6. Automated Acknowledgements and Updates: Our ticketing system can automatically send you notifications when your ticket is received, updated, or resolved. This ensures you’re always kept in the loop. With email, you may have to wait for a manual response, which can cause delays.

7. Greater Transparency for You: You can log into our support area at any time to check the status of your ticket, add additional information, or see the progress being made. This level of transparency is not possible with email, where you’d need to wait for a reply or send a follow-up message to get updates.

8. Data-Driven Service Improvements: Ticketing systems provide us with detailed reporting tools that help us measure key metrics like response times, resolution times, and overall service quality. This allows us to continually improve our support processes. Email systems lack this level of data analysis, which limits our ability to optimise our service for you.

In summary, using a ticketing system ensures your request is handled in a more secure, organised, and efficient manner, while reducing the risks of lost or delayed communications. This ultimately allows us to deliver a higher quality of service to you.