How to Raise a Valid Ticket (and When Not To) 💬
💬 How to Raise a Valid Ticket (and When Not To)
🔍 What’s this about?
Tickets exist to resolve genuine issues — not to replace checking reports 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.
🧭 How to Raise a Ticket
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, 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 (e.g. “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 it’s missing for more than 60 days, it’s not urgent. |
| Anything handled automatically (daily/weekly reports, lookups, etc.) | 🚫 Don’t raise a ticket | These are already covered by automation or self-serve tools. |
🕒 Timing Matters
If you submitted a sale on Monday 10:00 am and raise a ticket on Tuesday 8:00 am asking “why isn’t it live yet?” or “why hasn’t the customer got their welcome pack?” —
Suppliers don’t move that fast.
Most take 3–5 working days to process new registrations.
Raising tickets too early doesn’t speed things up; it just clutters the queue and delays genuine issues.
⚠️ Tickets We Can’t Action (and Will Auto-Close)
❌ Missing MPAN/MPRN (or typed as “see email below”).
❌ “Please check what’s happening” with no description.
❌ Asking for updates already covered in your daily or weekly reports.
❌ Duplicate tickets for the same issue (one issue = one ticket).
❌ Requests for self-serve items (EAC/AQ lookups handled on the Broker Widget).
If your ticket falls into one of these categories, it will auto-close and send you a Knowledge Base link instead.
💡 Best Practice
One ticket per issue — keep threads clean.
MPxN and date of submission are enough for us to locate the record.
Check the Knowledge Base first — most answers already exist there.
Don’t mark everything “High” priority unless it genuinely is; over-prioritising slows everyone down.
❓ Common Questions
Q: Can I just reply to an old ticket instead of starting a new one?
Yes — if it’s 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 as we already have the full context to hand.
Q: I raised a ticket, but it got closed. Why?
Because it lacked key information (usually MPAN/MPRN or a proper description). Review this KB before reopening.
Q: I raised two tickets about the same sale. Is that ok?
No. It causes duplication and delays. Stick to one ticket until resolved.
Q: Can I WhatsApp instead of raising a ticket?
No — our BOS GHOST WhatsApp number is outbound only.
It’s used for automated updates such as pricebooks, ticket alerts, and contract-status reports.
Messages sent to that number are not seen — they go straight to the WhatsApp API logs.
If you need to contact us, raise a ticket through the Help Desk so it’s logged and tracked.
Q: Can I just privately WhatsApp message Arpit like the old days?
No. Those days are gone — thankfully.
All broker communication must go through the Help Desk.
Direct messages are not monitored and won’t get a response (other than maybe a polite eye-roll).
Q: Oh but please can I WhatsApp Arpit?
Still no. Have another cup of tea, breathe deeply, and raise a proper ticket instead. 🍵
🧱 Summary
| 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 closed ticket with new info | New ticket every time |
| Raised at sensible timing | Premature “is it live yet?” tickets |
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