Raising a Support Ticket

We address issues, problems and service requests with tickets.

So, any issue has an associated ticket containing all the relevant communications, information and actions. This is for the benefit of our customers and ourselves. Please be aware it also tracks all the labour time involved and while this doesn’t incur any costs for our support clients it will lead to an invoice for our ad-hoc or other customers.

Below are details on tickets in two sections:

  1. How to raise a ticket
  2. What information to include

How to raise a ticket.

You can raise a new ticket by email or by calling our support helpline.

Raising a new ticket by email

This is the preferred method for the following reasons:

  • It is less time consuming and disruptive
  • Our automated system takes care of the creation, allocation and logging
  • You get immediate notification and any SLA is immediately triggered.

    You do this by sending us an email and adhering to the following points

    • Send it to support@lorica.net
      • You don’t need to send it to any other addresses. All support technicians can see the support mailbox so cc’ing any other contacts at Lorica is potentially just confusing.
    • Using the subject of your email to define a title for the new ticket
      • Please change the subject if you’re forwarding an email. A subject line of “FW: This is a great joke” is of little help.
      • If you’re communicating with regard to an existing ticket, please ensure the ticket number is included in the subject otherwise you’ll just create another new ticket

Raising a new ticket by phone

You’ll need to do this if your email, Internet of PC/phone are inoperative. If you want to discuss the issue or explain verbally in more detail, please raise the ticket by email and then give us a call and quote the ticket number.

What information to include

Check the following bullet points as you raise a ticket – the more information you can provide the faster things are likely to get sorted out.

  • Describe in detail the issue, problem or requirement
  • Include screenshots or images
  • Detail when it started occurring
  • Explain who it affects and under what circumstances