Raising a Support Ticket Effectively
A clear, well-described support ticket gets your issue resolved far faster. The more relevant detail you provide up front, the fewer rounds of questions we need before we can help.
This guide explains what to include in a ticket, how to set the right priority, and how to help us reproduce the problem quickly.
What to Include
Think of a ticket as telling a short story: what you expected, what happened, and how to see it.
- The exact page or feature affected, with the link.
- What you did, step by step.
- What you expected versus what actually happened.
- A screenshot or screen recording if you can.
Setting Priority
Honest priorities help us help everyone fairly. Reserve the highest level for genuine emergencies.
- Mark it urgent only if the site is down or unsafe.
- Use normal priority for everyday issues.
- Group related questions into one ticket where sensible.
- Reply promptly when we ask for more information.
| Priority | Example |
|---|---|
| Urgent | Site down or payments failing |
| Normal | A page needs editing or a minor bug |
| Low | A future enhancement idea |
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.