Submitting a ticket

Video on how to submit your first ticket
Submitting your first ticket
Filling out the form
Confirmations
Viewing your tickets

Video on how to submit your first ticket

Submitting your first ticket

When you log in for the first time and go to submit a ticket you will see a message saying You haven’t submitted a ticket yet. Click here to submit your first ticket.

An image of the no submitted tickets message.

When you click this link it’ll take you to a form to fill in.

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Filling out the form

The first part that you will need to fill in will be your name, national insurance number and date of birth. It is important that you follow the specified formats for each field. National insurance number should be structured like this, AB 12 34 56 C, if you don’t have a national insurance number put N/A. Date of birth should look like 01/01/1980.

A screenshot of the employee details asking for name, national insurance number and date of birth.

Next you will need to fill out your address, including the building name or number, street address, town or city, county and postcode. Country is automatically set up United Kingdom but you can change this if needed.

A screenshot of the address field requiring street address 1 and 2, town or city, county and postcode.

Now you will need to provide you employment details such as employing organisation, staff number, email and contact number. If you do not have a staff number, just leave this field blank. Your email address will be filled out based on the account you have logged in with.

A screenshot of the employment details fields employing organisation, staff number, email address and contact number

Following this, you will need to fil out your query details by providing a brief subject, selecting the relevant category and subcategory and providing some more details on your query in the query field. Make sure to provide as much information as possible to help us resolve your query as efficiently as possible.

A screenshot of the query details field, showing the query subject, category, sub category and query fields.

At this stage, you can attach documents that may be relevant to your query. You can upload up to 5 documents and these must be image with the specified formats or PDF files.

A screenshot of the upload documents field. It shows accepted formats and max size of 20 megabytes.

Finally, review the privacy statement and confirm that you have read it to enable the submission of your ticket. When you’re ready to proceed, click submit. You must ticket the box to say you have read the privacy policy to show the submit button.

A screenshot of the privacy statement field. It shows a link to the privacy document and has a checkbox to confirm you have read this.

Congratulations you will have submitted your first ticket!

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Confirmations

You will see a confirmation message confirming that your ticket has been submitted.

A screenshot of the confirmation page. It says Thanks for contacting us! We will get in touch with you shortly. You can also go back to My Tickets, this is a link.

You will also receive an email with your query details.

A screenshot of the email confirmation showing query information and as well as a link back to your ticket.

Both the confirmation page and the email provide links to access your ticket.

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Viewing your tickets

You will be able to see a full list of your tickets, as well as their status and the date and time they were submitted. To open a ticket, simply click on its title to see the details of the ticket.

A screenshot of the ticket list view showing all of your tickets.

In the ticket you’ll see all the information you provided when filling out the form, as we as any replies from the person who is looking after your ticket.

A screenshot of ticket details showing information filled out during form submission.