How Do I Submit A Support Ticket?

Providing Useful Information

To help us resolve your request as quickly as possible, please include:

• A clear summary of the issue or question
• The name of the benefit scheme or platform involved
• The impacted user population (if applicable)
• Details of any error messages
• Screenshots or supporting documentation
• The steps taken before the issue occurred

The more information you can provide, the faster we can begin investigating.

What Happens After Submission?

Once your ticket has been submitted:

1. You'll receive a confirmation email.
2. The ticket will be reviewed by the Benifex Support Team.
3. Your request will be assigned to the appropriate specialist if required.
4. You'll receive updates as progress is made.
5. You'll be notified once a resolution has been provided.

Checking the Status of a Ticket

You can view the status of all your tickets by logging in to the Support Portal and selecting My Requests.

From there, you can:

• View open and closed tickets
• Review previous communications
• Add comments or additional information
• Monitor progress toward resolution

Responding to a Ticket

If our Support Team requires further information, you'll be notified by email.

You can respond either:

• Directly through the Support Portal
• By replying to the email notification

Any responses will automatically be added to your support ticket.

Best Practice Tips

For the best support experience:

• Submit one issue per ticket where possible
• Include screenshots when relevant
• Provide clear examples and reproduction steps
• Respond promptly to requests for additional information
• Check the Help Centre before submitting a request, as an answer may already be available

Following these recommendations helps our teams investigate and resolve issues more efficiently.