This article explains how to report an issue to the TrustFlight Support Team by raising a request.
Make sure you're signed in
Before submitting a request, ensure you are signed in by clicking the Sign In button at the top right of the screen
Submitting a request
Before submitting a support request, please search for your answer via the ever increasing content of the Help Centre via the search tool, and interact with our friendly chat bot Avi who is trained to give rapid and accurate replies to your queries.
Avi will always handover to a human if the answers surfaced do not meet your requirements.
You can also click on Submit a request at the top of the screen to access the ticket forms, which will also present a selection from our articles that may help answer your question.
This also helps us build new articles based on searches that didn't result in answers.
If your request is urgent, please submit a ticket ensuring the priority is set, and also consider calling one of our support numbers to speak to one of the team for a timely response:
US/CA - +1 (844) 784 9836
UK - +44 (0) 330 236 8105
What to include
Include as much supporting information as possible, such as:
- links to pages
- screenshots
-
supporting data
Ticket fields
Depending on the type of request, the ticket form will change so we can capture relevant information.
The following fields are always required:
| Field | Description |
| Subject |
Enter a descriptive subject line so we can identify your ticket later. E.g. 'Problem with module ID [xyz]' |
| Description | Include as much descriptive detail as possible. |
| Priority |
Select the most appropriate:
Note: The priority you select determines the order of execution and resource applied. TrustFlight reserves the right to change priority accordingly.
|
Next steps
Once you've submitted your request, you'll receive a "Request received" email confirming that your ticket has gone through and Avi will reach out to initiate support, handing over to a human as appropriate.
A Support Team Member will respond to the issue as soon as possible, and you will receive an email alert.
Click the link in the email to return to your ticket in the Help Centre.
You'll be able to update with further information or close the ticket if the issue has been resolved.
For Urgent issues, we recommend also calling the team on the numbers below.
Telephone support
You can also contact the team by phone on the following numbers:
US/CA - +1 (844) 784 9836
UK - +44 (0) 330 236 8105