The issue tracker allows you to submit, and watch support requests. If you need help with, or have a problem with, our systems, it will allow you to post your problems. They will be visible to all our customers, so that others who have had the same problem may help, or comment on your problem.

Each issue you open, is called a "Ticket". Your ticket will log the status of your problem as well as our responses and requests.

Searching tickets

You can search the tickets to see if anyone else has had the same problem as you. If you go to the issue tracker, there is a search box on the right hand side. Click on it, and type in a very brief string about your problem, for example "no emails".

Submitting a new ticket

To submit a new ticket, click on the "submit new issue" button in the tracker. A page will load, with "Edit Issue" at the top. Now, all you need to do is fill out all the ticket's details. The first thing is a title. Try to be as brief, but as descriptive as possible. e.g. "My site isn't loading" instead of "HELP!".

Now, all you need to do is fill out the ticket. Try to be as descriptive as possible: the more detail you give us, the easier and quicker it will be for us to solve your problem, If you can, take a screen shot or log of the message, and upload it as an Attachment.

The Area and Issue type fields are required. If you can select the best area and type of problem that your issue comes under, that way we will be able to see who should be dealing with your problem at a glance.

The contact email address will be used to send you notifications and updates about your issue. The email address which is currently attached to your account (to change it, visit "preferences",) will automatically be filled in. If you don't put anything in, we won't be able to email you a notification that your ticket has been updated.

Once you have finished, click the "Save " button at the bottom of the page. If you decide you don't want to submit a ticket after all, please click cancel.

NOTE: Saving the ticket may take a little while - it is not instantaneous. Please be patient and wait for your web browser to move to the page with your ticket. If you click submit more than once, you will generate a duplicate ticket.

Responding to a ticket

To comment on a ticket, you must first select it. You can either do this by clicking on the link in a notification email which you have recieved, and logging in, or browsing/searching to the ticket on the site. The Issue tracker will list all the tickets that you have submitted, and that have been opened, on the bottom of the first page, and you can go to your ticket by clicking on it's title.

Once you are in the ticket, press the button that says "add response". This will bring up a new box, where you can comment on the ticket, and also upload another attachment if you wish. Once you have finished, click save.

Uploading an Attachment

You can upload an attachment either when you are creating or responding to a ticket. Look for the area labelled "Attachment", and click the "Browse" button. Find and select the file you wish to upload to the tracker on your computer. Once you have found the file you were looking for, just fill out the rest of the ticket or response as you normally would. Clicking "Save" will then upload the file to the website.

Note: If it is a large file, then it may take a little while to upload, please be patient in waiting for the ticket to load. If you click save twice, you may cause a duplicate response to be uploaded, and saving will take even longer!