Why Can't I Submit a Ticket Via Email?

When we moved over to our new customer portal supported by Zendesk, we turned off the ability to email a support request direct to the support email address. We did this so that we can better serve our customers by being able to track all requests that come in to our support team in one place. It allows us to ensure SLAs are met for ticket responses and resolve client queries in a more efficient manor.

Instead of emailing requests directly, we ask all clients to raise a new support ticket by logging in to their account on our customer portal (see our guide on how to raise a support request here). This allows clients to have visibility on all requests that have been raised and easily track the status of these requests through one central login.

What Happens If I Email Directly?

If you do send a request directly to the support email address, you will receive an automated response letting you know that the inbox is no longer monitored and instead directing you to our new customer portal to raise your ticket that way.