We’re improving how we support you

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Faster response times 💨

This upgrade will allow us to respond to your enquiries with a little more speed, reducing response times and ensuring you get the help you need as quickly as possible.

Improved accuracy 🎯

Behind the scenes, our systems are now seamlessly integrated, meaning reduced errors and a better overall support experience.

Secure, reliable platform 🔐

By moving to Zendesk, we’re reducing any unexpected downtime and boosting security, so you can experience less interruptions when you need help.

Easy access to guides 📚

Zendesk offers a human-friendly content hub for all of our help and user guides, making it easier to find the information you need, when you need it.

Better feedback opportunities 🗣️

We’ll be able to collect and review your feedback more effectively, helping us continuously improve our services to better meet your needs.

New ticket submission process: When you submit a support ticket, you’ll still start at the same place, but clicking the ‘New Ticket’ button will redirect you to a new page. Here, you’ll need to create an account before submitting your ticket. This extra step helps us keep your information secure and ensures a smooth support process. You’ll also be able to send an email directly to us, or drop us a call, and your ticket will be automatically added to the queue.

Existing tickets: All existing support tickets will remain active and accessible within our current system. You won’t lose any of your previous tickets and they will still be available to view and edit as before.

Launch date: The switch will take place on the evening of Tuesday 24th September, so you’ll see the changes from Wednesday 25th September. We’ll send you a reminder email closer to the time with a little more information on the change.