Patchworks Support: Raising Tickets

Updated March 9th 2026

 

🛠 How to Raise a Support Ticket

You can access our Support Portal directly through the dashboard or via this Support Portal link.

Dashboard 

Direct link to support portal

Our Help Center is publicly available and gives you access to helpful articles, the Core Community, Messaging, and more.

You don’t need to be logged in to submit a support ticket. However, to view or manage your tickets via the portal, you’ll need to log in to your account.

 

What to expect when submitting a request while signed out

As part of our continued improvements to provide a more secure and reliable support experience, we’ve introduced email verification for requests submitted through our Help Center while signed out.

If you raise a support request through the Help Center without signing in, here’s what you’ll experience:

1. Click Submit a request in the Help Center.
2. Complete the form and click Submit.

3. You’ll see a notification letting you know your request hasn’t been submitted just yet. At the same time, a verification email will be sent to the address you entered.
    

   

4. Open the email and click the one-time verification link.

5. You’ll be taken to a confirmation page showing that your request has been successfully submitted.
    

   

If you’re signed in when submitting your request, no additional verification is required.

This upgrade helps ensure your requests are securely submitted, protects your information, and allows us to focus on responding to genuine support needs more efficiently.

✉️ Submitting a Ticket

1. Log in to your account via the dashboard or support portal.
   (You can still raise a ticket without logging in, but you can't check on your previous tickets.)

2. Click “Raise a Support Ticket.”

3. Fill out the ticket form with all relevant details about your issue or request.

4. When entering your Subject, you'll see a list of suggested help articles based on the keywords and how your question is phrased.
   👉 Please take a moment to review them—they might help you resolve the issue immediately!
    

   

5. In the Description field, provide any extra context (screenshots, error messages, steps to reproduce, etc.).

6. Click Submit.

   • After submitting, you'll see additional article suggestions in a popup message box.
     👉 Check these out—you might find a quick solution!

   • If the suggested articles helped:
     ✅ Click “Yes, close my request” to mark the ticket as solved.

   • If you still need assistance:
     ❌ Click “No, I need help” and your ticket will be assigned to an agent for further review.

     

🚀 What Happens Next?

Once your ticket is submitted:

• Our system will review and prioritize it based on the details provided and the agreed SLAs.

• The request will be assigned to an available team member.

• We'll begin working on it as soon as possible and keep you updated along the way.

• During the lifecycle of a ticket, you may notice that different support agents are assigned to the ticket and provide updates. This is part of our support process at Patchworks. By allowing for tickets to be passed between team members to accommodate for shift changes, we reduced the total ticket resolution time by 38%. Keeping a ticket with one team member would halt progress during their scheduled days off and would not take advantage of our 24 hour support.

You, as the Requester, will receive email notifications for every update.
You can respond directly via email or log in to the portal and reply through the ticket interface.

📝 Notes

• If you're submitting a ticket without logging in, please ensure you enter the correct email address in the ticket form so we can reach you.

• Attachments are handled using secure downloads. This means that any files included in a ticket are only accessible to people who have permission to view that ticket. If you are logged into the help centre, you’ll be able to view attachments directly within your request. If you receive updates by email, attachments will appear as links rather than downloadable files. To access them, you’ll simply need to follow the link and sign in to the help centre, which ensures that only authorised users can view the content.

• To view your own tickets, your organization’s tickets, or any tickets where you’ve been CC’d, go to the Requests Page after logging in.

• If you reply to a ticket marked “Solved,” it will reopen automatically and return to our team’s active queue.

• If a ticket has been “Closed” (you won’t be able to leave a comment), but the issue isn’t resolved or needs further work, you can create a follow-up. Simply scroll to the bottom of the ticket page and click “Create a follow-up.”

If you need help accessing the portal or have any questions, feel free to reach out via Messaging, or explore the resources in our Help Center.