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Q. Why do you use a helpdesk instead of just emails?

A. Using the helpdesk ticket system means that we can ensure that all the questions, requests for information, and other correspondence between us and our customers is saved for reference.

It makes it much easier for whichever person handles your message to see everything that's been said. This enables us to provide you with a much more efficient, and better service.

Q. When I send a message through this helpdesk, what happens?

A. When you submit a ticket it adds your message into a private system and then sends an email to each of use to let us know there's a new message, or reply to a message.

That prompts us to log into the system, find your message, and then answer you. You'll receive an email telling you we've answered.

That email will have a link in it that takes you to the ticket where you'll see all the messages that have been added.

Q. Why does my ticket say it's closed?

A. When we've answered a query in a ticket we tend to close the ticket, unless we've asked for more information and it should stay open.

This is so that we can see which messages we've received still need to be dealt with and keep it all manageable.

If you want to reply, all you need to to is type a response, and the ticket will automatically reopen itself. There's no need to submit a new ticket.