Use the Help Center to submit and track support requests. This article explains how to create clear, actionable tickets that support faster validation, routing, and resolution.
The Help Center is the preferred way to submit support requests because it provides visibility into your requests, allows attachments, and makes it easier to track updates and communicate with support.
Before You Submit
Take a moment to gather the information that will help validate and route your request.
A strong request usually includes:
- A clear Subject
- A detailed Description
- Relevant screenshots or files
- Any policy numbers or impacted records
- The expected outcome
Submitting complete information upfront helps reduce follow-up questions and speeds resolution.
Step 1 — Select a Request Type
Choose the request type that best matches your need:
- Defect/Bug Ticket — Something is not working as expected.
- Change Request — A process, behavior, configuration, or enhancement is requested.
Selecting the correct request type helps route your request more efficiently.
Step 2 — Write a Clear Subject
Your subject should help identify the request quickly.
Recommended format:
[Policy Number or Product] – [Short Description]
Examples:
- 1234567890 – Payment Applied but Policy Not Issued
- NFIP Reporting – Renewal Status Missing Policies
- Consumer Portal – Payment Confirmation Not Displaying
Avoid:
- Urgent
- Help
- Policy Issue
- Broken
Priority and urgency should be explained in the request details rather than the subject line.
Step 3 — Describe the Request
Use the Description field to explain:
What were you trying to do?
Describe the intended action.
What happened instead?
Describe the actual result.
What steps did you take?
List actions taken before the issue occurred.
Why does timing matter?
If the request is urgent, explain the business impact.
Example:
Attempted to issue renewal after payment was received. Payment completed successfully but policy remained pending issuance. Customer renewal expires tomorrow.
💡 Good tickets include both written details and screenshots.
Screenshots provide context; written details remain searchable and easier to validate.
Step 4 — Add Supporting Files (Optional)
Attachments can provide helpful context.
Recommended attachments:
- Screenshots
- Error messages
- Supporting documents
Best practice:
Screenshots should support the written explanation, not replace it.
Include important details in writing whenever possible.
Step 5 — Submit and Track Your Request
After submitting:
- A confirmation page will appear.
- Your request becomes available in the Requests area.
- You can monitor updates and respond if additional information is requested.
The Requests area includes:
- My Requests
- Requests I’m CC’ed On
- Organizational Requests
You can sort and customize columns to view additional ticket details.
If Support requests more information, reply directly to the ticket as quickly as possible to keep work moving.
Best Practices
✓ One request per issue
✓ Gather information before submitting
✓ Include screenshots and written details
✓ Explain urgency instead of labeling everything urgent
✓ Reply promptly if additional details are requested
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