How to ask us for help from Client Connect: raise a helpdesk ticket at any hour, follow it through to a fix, reply in one place and keep an eye on your support time.
In this article
The quickest way to ask us for help is to raise a ticket from Client Connect. You can do it at any hour, not just when we are in the office, and everything about the request is kept together in one place. Real people reply to your tickets: there is no AI answering for us.
How to raise a ticket
- Sign in to connect.obrienmedia.uk.
- Open Helpdesk from the menu.
- Choose the option to create a new ticket.
- Give it a short, clear subject, and describe what you need in the message.
- Send it. You will see it in your list of tickets straight away.
Menu names can change slightly as we improve Client Connect.
What to tell us
The more we know, the faster we can help. Where it applies, please include:
- the address (URL) of the page you are asking about
- what you expected to happen, and what happened instead
- exactly what you would like us to change, for content updates
- any error message, ideally with a screenshot
- how urgent it is, and when it started
Following your ticket
Each ticket has its own page showing its progress and the full history of messages in order, as one thread. You can reply from there at any time, and we will carry on the conversation in the same place. Your open tickets are also shown on your dashboard.
Our team is here Monday to Friday, 9am to 5pm. A ticket raised outside those hours waits for us to be back.
Keeping an eye on your support time
If you have a support agreement or prepaid support time, Client Connect shows how much support you have used. The Support usage area gives a monthly breakdown, including prepaid or support agreement minutes, and shows your rate clearly, so there are no surprises when it comes to support spend.
Good to know
- Please raise one ticket per request. It keeps each conversation easy to follow.
- For anything urgent, such as your website being down, call us on the number at the top of the site as well as raising a ticket.
- You can also check Service status in Client Connect to see whether we already know about a problem or are carrying out maintenance.
Not sure about anything? Contact us or raise a ticket from your Client Connect account and we will be happy to help.
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If it didn’t answer your question, contact our support team or call 01793 239239 and we’ll be happy to help in any way we can.