Logging a Ticket – Refractiv Helpdesk

There are 2 ways you can log a ticket with the Helpdesk.

Click on Submit a Request on the top menu bar

Complete the form, please add as much detail as you can to help us diagnose your issue
Adding a Priority will help us attend to urgent issues in a timely manner
Attach screenshots if you feel this will help us to understand your issue (press Alt+PrtSc keys in Windows; Apple+Shift+3 on the Mac; Power+Home on the iPhone or iPad)
A screencast is very useful for more complex issues.

Send an email to helpdesk@refractiv.co.uk. You will receive an automatic response by email and a logged reference for your issue. Please provide as much information about the issue as possible as well as your contact details. If you are emailing us please use a subject that hints at the problem (so each ticket looks different) and please include the following details:

The related URL as this avoids confusion and let's us help you as quickly as possible
Type of operating system (for example, Windows XP Pro Service Pack 2)
Browser and version (for example, Chrome v44, IE 10)
Complete description of issue, including steps to reproduce it
If appropriate include a screenshot (press Alt+PrtSc keys in Windows; Apple+Shift+3 on the Mac; Power+Home on the iPhone or iPad)
Remove your autosignature and email disclaimer because the ticket thread gets harder for us to read when they’re repeated each time
Exact wording of any messages displayed when you encountered the problem
Steps taken to resolve the problem
All previous email threads with Refractiv about the issue if any
Level of urgency

Remote Access
From time to time it may be useful for us to access your PC remotely. To do this we use Google Chrome Remote Desktop. The following 2 downloads are needed:

Our ticketing system is Zendesk which could help your company give better service to your customers. If you’d like to discuss how, please log a ticket right here, or contact us in other ways.