Raising a support ticket is the fastest way to get help. Every ticket is logged, prioritised, and tracked so nothing gets missed. Here's how to submit one.
Option 1: Via the support portal (recommended)
The portal gives you the most control and the fastest resolution, because you can choose the right form and provide all the details we need upfront.
- Go to your support portal and sign in with your work email address.
- Click "Submit a Request" in the top right corner.
- Choose the form that best matches your issue. You'll see a list of request types — pick the one closest to what you need help with. If nothing seems right, choose General Enquiry and we'll route it to the right team.
- Fill in the fields — the more detail you provide, the faster we can help. Include error messages, screenshots, and who's affected if you can.
- Submit — you'll receive a confirmation email with your ticket number.
Option 2: Via Email
Send an email to support@saundersnetworks.com. This will automatically create a ticket. Include as much detail as you can in the email body — the subject line becomes the ticket title, so make it descriptive.
For example, "Sarah can't log in to her laptop since this morning" is much more helpful than "IT issue."
Option 3: By Phone
For urgent issues, call us on 02045 707 149. When you call, we'll log a ticket on your behalf and begin working on it immediately.
Even if you call us, we'll still create a ticket so the issue is tracked. You'll receive the ticket confirmation by email.
What Happens Next
- You’ll receive an email confirming your ticket has been received
- A member of our team will review and prioritise it
- You’ll get updates via email as we work on it — you can also reply to those emails to add information
- You can check the status of any open ticket by logging into the portal at any time
Updating or Chasing a Ticket
If you need to add information or check progress, you have two options: reply to any email notification from the ticket, or log into the portal and view your open requests. Please avoid raising a second ticket for the same issue — it's quicker to update the existing one.