01. Our replies stay visible
If we need more information, we can ask inside the ticket so the missing detail stays connected to the original request.
Website Support That Stays Organised
When something needs fixing, changing or checking on your website, it should be easy to explain what you need and simple to see what happens next.
Log into support
Support dashboard
Your support tickets in one place
Our support ticket system gives customers a structured place to raise website and digital support requests, add useful details, upload screenshots and follow replies without relying on scattered email threads.
- View open, in-progress and completed tickets.
- Check the latest reply or update.
- Open a ticket to add more information.
- Keep a record of previous support requests.
Already working with us? Use the support portal to raise a ticket. New here? Send an enquiry and we can confirm the best support route for your website.
New support ticket
Raise a clear request from the start
A good support request is easier to review when the important details are included from the start. The new ticket form helps customers explain what they need in a structured way.
- Tell us what page, product, form or service the request relates to.
- Include what you expected to happen and what happened instead.
- Add screenshots where they will help.
- Mention whether the request is a fix, update, content change, SEO query or marketing question.
Ticket conversation
Every reply stays attached to the ticket
Support is easier to follow when the conversation stays connected to the request. Each ticket keeps replies, follow-up comments, attachments and status changes together.
02. You can add updates
If you have a screenshot, extra instruction or follow-up comment, you can add it to the same thread.
03. Your team has more context
This is especially useful when more than one person from your business is involved or when a support request has several steps.
Status updates
Know where your request stands
Plain-English statuses help you understand whether a request is waiting to be reviewed, being worked on, awaiting more information or completed.
New
Your request has been submitted and is waiting to be reviewed.
Received
The request has been picked up and recorded.
In Progress
Work or investigation has started.
Awaiting Customer Reply
We need more information from you before continuing.
Completed
The agreed action has been completed.
Closed
The ticket has been closed and kept in the history.
Support features
Designed for busy businesses
Website support often involves small details: a page URL, a screenshot, a product name, a browser issue, a missing email, a tracking question or a content change. Tickets help those details stay attached to the request.
Submit Website Support Requests
Track Ticket Progress
Add Screenshots And Files
Keep Replies In One Place
View Completed Requests
Highlight Important Issues
Avoid Lost Email Threads
Clearer Support For Your Team
Support process
How our support process works
From the first ticket to the completed request, the support process keeps the important details visible.
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Submit a ticket
Raise a ticket from the support dashboard and include the key details. You do not need to search for the right email thread or wonder where to send screenshots.
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We review the request
We review the ticket, check the information provided and identify the likely next step.
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We ask for anything missing
If the request needs more information, we ask inside the ticket thread so the missing detail stays connected.
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We investigate or schedule the work
Depending on the request, we may investigate the issue, plan the update or confirm whether the work needs a quote or approval.
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We complete the agreed action
Once the agreed support action is complete, the ticket can be marked as completed.
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The history stays available
Completed tickets stay part of the support history, making it easier to refer back to previous work.
Support areas
What can I raise a support ticket for?
Support tickets can be used for many website and digital requests. Some work may be included in an active support arrangement, while other tasks may need a quote, approval or separate project discussion before work begins.
Clear records
Clear support without scattered messages
Ticket-based support helps customers and our team keep requests organised. It gives each support request its own place, keeps useful information together and makes it easier to see what has happened.
For customers, that means less time searching through messages. For us, it means clearer instructions, better context and a more reliable record of what has been requested.
- Less time searching messages.
- Clearer instructions.
- Better context for support work.
- A useful history of completed requests.
Support options
Flexible support routes
We can provide website support in different ways depending on the customer, website and type of work required. A ticket helps start the conversation, but not every request is automatically included in every support arrangement.
Pay As You Go
For occasional updates, fixes or advice when you need flexible help without a long-term support arrangement.
Pay Monthly
For ongoing support, maintenance and regular help where your website needs steady care and clearer request tracking.
One Off Projects
For larger improvements, redesigns or new functionality that may need a quote, approval or separate project discussion.
Answers
FAQs
If you are not sure how to use the support system or what to include in a ticket, these answers explain the basics.
How do I raise a support ticket?
Existing customers can log in to the support portal and use the new ticket form. Add a clear subject, choose the most relevant category and describe what you need help with.
What information should I include in a website support ticket?
Include the page URL, product, form, service or area affected, what you want changed or fixed, what you expected to happen, what happened instead, useful screenshots, the device or browser if relevant, and any deadline or business impact. Our screenshot guide can help if you need to show the issue clearly.
Can I upload screenshots?
Yes, where the support form allows uploads, screenshots and files can help show the issue more clearly. Avoid uploading sensitive information unless we have confirmed the correct secure process.
Can I see the status of my ticket?
The customer support dashboard is designed to show ticket statuses so you can see whether a request is new, being reviewed, in progress, awaiting your reply, completed or closed.
What does Awaiting Customer Reply mean?
It means we need more information from you before the request can continue. Open the ticket, read the latest reply and add the requested detail.
Can more than one person from our business use the support system?
This depends on the live customer setup. If multiple users are enabled for your business, the ticket system can help your team keep support history and replies in one place.
How do I get small website changes done without a full rebuild?
Raise a support ticket with the page, change, reason and any files or screenshots. Small content edits, page tweaks, fixes and checks can often be handled as support work, while larger structural changes may need a quote or separate approval before work begins.
Are all support tickets included in my support plan?
Not always. Some requests may be included in an active support arrangement, while other work may need review, approval or a separate quote.
What happens if a request needs a quote?
If the request is outside your active support arrangement or is larger than a standard support task, we can confirm that a quote or approval is needed before the work goes ahead.
Can I still email you?
We may still use email for some communication, but the support ticket system is the recommended way to keep website support requests organised and trackable.
Can you help if another developer built my WordPress website?
Often, but it depends on the WordPress setup, access, plugins, theme, custom code, backups and the type of help needed. We review the site first so we can confirm what is safe and sensible before agreeing support. Our WordPress maintenance guide explains the kind of health, update and security checks that may be involved.
Can urgent issues be marked as urgent?
If the live support system includes priority or urgency options, use them carefully and explain the business impact. Do not assume emergency cover or a guaranteed response time unless we have confirmed this separately.
Projects
Recent Work
KDH Electrical
A sharper e-commerce experience supported by search visibility and campaign planning.
Widdington Recycling
A practical booking journey and campaign setup built around measurable enquiries.
Website help
Need help with your website?
If you are already a customer, log in to the support portal and raise a ticket with the details of your request. If you are new here, contact us to discuss the type of website support you need.