What to Expect After Submitting a Ticket

This article outlines what you can expect once you've submitted a ticket for support.

First Response

Regardless of the ticket type, once submitted, you will receive an automated email confirming we've received your ticket, and a member of the team will be in touch within one working day. 

Our first response team will check you have the necessary role and privileges to raise the ticket and confirm you have included all of the minimum requirements in your submission. 

Once this is confirmed, they will contact you advising that your ticket has been assigned to the appropriate team.

Please note: If the minimum requirements are not met, your ticket might be closed and you might have to submit a new one. 

Reported an Issue?

If you have reported an issue, our team will get to work to figure out what's gone wrong and seek a speedy resolution.

Although we try to cover everything in our minimum requirements, we will sometimes need to reach out for some additional information from you. The quicker we receive the information and the more comprehensive it is, the quicker we can get back to work providing a resolution. 

Our team will keep you updated by responding to your ticket along the way. When our team responds to your ticket you'll get an email with the response, but you can also see the response if you login to your Helpcentre account and click on your live ticket.

As soon as our team have reached an appropriate resolution, you will be notified of the outcome and the ticket will be marked as ‘Resolved’ 

Suggested a Feature or Change?

If you have suggested a change/addition to a design catalogue or to Lineardraft, your ticket will be dealt with differently. We'll review your suggestion and add it to our one of our Roadmaps, to give other Lineardraft users the opportunity to vote for it. 

One of our team will contact you to let you know it has been added. From here, you can engage with your suggestion and encourage others to do the same.

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