Getting started with Ark Assist
How to log a support ticket with us
The three ways to reach our helpdesk, and what to include so we can fix things on the first reply.
Last reviewed 20 August 2026
There are three ways to reach the helpdesk. All of them land in the same queue, so use whichever is quickest for you.
- Client portal — sign in and use 'Log a ticket'. Best option, because you can see progress and reply in one place.
- Email — send the details to [email protected] and we'll raise a ticket for you.
- Phone — call 01329 800651 if someone is completely stopped from working.
What to include
- 1Who is affected — one person, a team, or everyone.
- 2What you were doing when it went wrong.
- 3The exact wording of any error message (a photo of the screen is perfect).
- 4When it started, and whether anything changed just before.
- 5How urgent it is — blocked from working, or an annoyance you can live with today.
One issue per ticket. It sounds fussy, but it means each problem gets tracked and closed properly instead of getting lost inside a long thread.
Once a ticket is open you'll get an acknowledgement with a reference number. Reply to that email — or reply in the portal — and everything stays attached to the same job.
Common questions
- Can I raise a ticket on behalf of a colleague?
- Yes. Tell us who's affected and their contact details so the engineer can go straight to them rather than back to you.
- Do I need a portal account to log a ticket?
- No — email and phone work for anyone at your company. The portal just gives you visibility of everything that's open.
Still stuck?
Log it with the helpdesk and a real engineer will pick it up — or book a call if you'd rather talk it through.