How does the Support ticketing system work?

Each time you raise a request with the Support Team, whether that's via email, web form, phone or chat, a numbered ticket is created for you. This allows us to easily track individual issues via our ticketing system and assign them to the correct person. 

You will notice the ticket number in the email subject, for example:

Request #4567: How do I add a new user in IFP

So although you will receive an email notification each time a ticket is updated and can reply to the ticket via email, it's more than just email! 

How can I see all of my tickets?

When you login to the IFP Help Centre, click My Activities. This will show you:

• all tickets you've created
• all tickets you've been CC'd on

How can I see who is CC'd on a ticket?

When you open one of your tickets (as above), the ticket sidebar shows useful information such as:

• Who opened the ticket
• Status
• Priority
• Who it is assigned to
• Ticket attachments
• Who is CC'd on the ticket