Submitting Support Tickets

Submitting Support Tickets

If you need help or encounter an issue, submit a support ticket directly from within Digiiworks Legal.

Creating a Ticket

1. Navigate to Support from the sidebar.
2. Click New Ticket.
3. Fill in:
   • Subject — A brief summary of the issue (e.g., "Invoice template not rendering")
   • Description — A detailed explanation of what's happening, including any error messages or steps to reproduce
   • Priority — Normal, High, or Urgent
   • Category — Bug, Technical, Billing, or General
4. Click Submit.

Tracking Your Tickets

All your tickets appear on the Support page with their current status:

• Open — Submitted and awaiting response
• Pending — Under investigation by the support team
• Resolved — Issue has been addressed

Communication

• When the support team responds, you'll see their message in the ticket thread.
• You'll also receive an email notification when a response is posted.
• Reply directly in the ticket thread to keep the conversation in one place.

Response Times

Our team typically responds within 4 business hours. Urgent tickets are prioritised.

Tips

• Include as much detail as possible — screenshots, error messages, and steps to reproduce help us resolve issues faster.
• Check the Help Center first — your question may already be answered in one of the articles.
• For account access issues (e.g., magic link not arriving), see Security, Encryption and POPIA Compliance for troubleshooting steps.