Tickets exist to resolve genuine issues; not to replace checking reports, reading Knowledge Base articles, or using the tools already available.
This guide explains how to raise a valid ticket correctly so we can respond quickly and avoid the “auto-close due to missing info” outcome.
To raise a ticket, click the ➕ icon above.
To help us respond as fast as possible:
🔢 Enter the MPAN or MPRN in the MPxN field — no spaces and no dashes.
📝 Write a clear description. Include context, what you need, and why.
A single line like “pls check” is not a valid description.
📎 If you attach images, refer to them in the description.
Example: “See screenshot 2 for proof of tenancy.”
🧩 Choose the correct priority:
| Scenario | Priority | Notes |
|---|---|---|
| Status update on a submitted sale | ⚪ Normal | Use this for checking progress or clarification |
| Commission query | 🟡 Low | Unless missing for more than 60 days, it is not urgent |
| Anything handled automatically (daily/weekly reports, lookups, etc.) | 🚫 Don’t raise a ticket | Already covered by automation or self-serve tools |
If you submitted a sale on Monday at 10:00am and raise a ticket on Tuesday at 8:00am asking:
“Why isn’t it live yet?”
“Why hasn’t the customer got their welcome pack?”
“Can you check if supplier has processed it?”
Suppliers do not move that fast.
Most suppliers take 3–5 working days to process new registrations.
Raising tickets too early does not speed things up; it simply clutters the queue and delays genuine issues.
If a contract was signed or submitted earlier the same day, do not raise a ticket asking whether it has been submitted, processed, or acknowledged.
Example:
Contract signed at 10:05am. Ticket raised at 3:00pm asking whether the submission email has been received.
That is too soon.
Internal submission/admin confirmation is not instant.
If you classify the ticket as Status update on a submitted sale, it may auto-close because this is already covered by the normal submission process.
Do not then raise the same question again under General to bypass the auto-close.
Reclassifying the same issue does not make it a new issue; it simply creates duplicate admin and delays replies for everyone else.
Please allow reasonable processing time before chasing.
❌ Missing MPAN/MPRN (or typed as “see email below”).
❌ “Please check what’s happening” with no useful description.
❌ Asking for updates already covered in your daily or weekly reports.
❌ Same-day “has this been submitted yet?” tickets.
❌ Raising the same issue multiple times under different categories.
❌ Duplicate tickets for the same issue (one issue = one ticket).
❌ Requests for self-serve items already handled on Broker Tools.
❌ Trying to bypass an auto-closed ticket by opening another one with the same question.
If your ticket falls into one of these categories, it may auto-close and send you a Knowledge Base link instead.
✅ One ticket per issue; keep threads clean.
✅ MPxN and date of submission are usually enough for us to locate the record.
✅ Check the Knowledge Base first; most answers already exist there.
✅ Use Broker Tools and reports before raising a ticket.
✅ Allow suppliers reasonable processing time.
✅ If a ticket auto-closes, read the reason before reopening or raising another one.
❌ Do not mark everything “High” priority unless it genuinely is. Over-prioritising slows everyone down.
❌ Do not raise multiple tickets because you have not yet had a reply within a few hours.
❌ Do not treat the Help Desk like live chat.
Take a breath, make a cup of tea, and give it time. 🍵
Yes — if it is directly related.
Find the ticket under your Closed Tickets section and reply to the thread with the relevant information.
It will automatically reopen, keeping all history and attachments together.
This helps us because we already have the full context to hand.
Usually because:
It lacked key information
It duplicated an existing issue
It asked for an update too early
It related to something already covered by automation, reports, or Broker Tools
Please review this KB before reopening.
No.
One issue = one ticket.
Creating multiple tickets for the same issue causes duplication and delays.
No.
If a ticket auto-closes, raising the same issue again under another category simply creates duplicate admin.
Repeated duplicate tickets may be merged, auto-closed, or archived.
No.
Our BOS GHOST WhatsApp number is outbound only.
It is used for automated updates such as:
Pricebooks
Ticket alerts
Contract-status reports
Messages sent to that number are not monitored and go directly into API logs.
If you need support, raise a proper ticket through the Help Desk.
No.
Those days are gone — thankfully.
All broker communication must go through the Help Desk.
Direct messages are not monitored and usually just generate a polite eye-roll.
Still no.
Have another cup of tea, breathe deeply, and raise a proper ticket instead. 🍵
| Good Ticket | Bad Ticket |
|---|---|
| Includes MPAN/MPRN and clear description | “pls check” |
| Attached image referenced in text | Screenshot with no context |
| Correct priority selected | Everything marked “High” |
| One ticket per issue | Duplicate submissions |
| Replies to existing thread if related | New ticket every time |
| Raised at sensible timing | Premature “is it live yet?” tickets |
| Uses Broker Tools first | Ticket raised instead of self-checking |
| Waits reasonable processing time | Same-day chasing after submission |