The subject line is the first thing we see. If it says something specific like “404 error on the Contact page”, we’ll know the first port of call before we’ve even opened up the ticket.

If, on the other hand, it says “OH NO THE SITE IS BROEKN” (sic), it might take us a little longer.

Speak to us like we haven’t had enough coffees today, because we probably haven’t. Short sentences or dot points, with links or screenshots, are perfect.

If you can tell us exactly what happened when you had a problem, it will make it easier for us to replicate it and work out what caused it.

If possible, one task per email makes it nice and easy to keep track of when a ticket is 100% finished.

Of course, sometimes the stars align and you need a slew of changes or fixes at once. That’s fine – we can handle it. But if we can keep tickets short and sweet, that means more celebratory coffees for us!

We endeavour to complete all support requests as fast as possible, but sometimes we get busy (or rather – busier than usual.)

If you haven’t heard from us at all after 24 hours, there’s probably a problem. Either give us a ring or call an ambulance.

There’s one nifty little trick that not too many people know about our Helpdesk – if you write “urgent” anywhere in your ticket, it’ll be flagged as (wait for it) “urgent”.

If it really is urgent, let us know and we’ll get to it as fast as possible. On the other hand, please try not to write “it’s not urgent”. It confuses us.