If you need to contact Support, whether it's for advice or to submit a support ticket, you can do this from within Jupix, or, from the Help Centre. Whichever route you choose, please provide as much detailed information as possible, along with screenshots relevant to your query.
Any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and when it was last worked on.
This article includes:
Contacting Support via Jupix and the Help Centre
Jupix support is available from 8am-6pm Monday-Friday.
- Click Home on the main homebar
- On the side menu, in the Support section, click Chat
Alternatively, click Chat in the upper right corner of Jupix- Search for what you need and relevant Help Centre articles will display
- If you still need additional support, click Leave us a message
- Select your issue from the list, i.e. Accounts
- Enter your Email address, the relevant Area (i.e. Accounts Area), the Subject of your query, a detailed Description, and any supporting Attachments (i.e. screenshots) that are relevant
(The more information you initially provide, the quicker we can resolve your query) - Click Send
The ticket will go straight to the Support team, and an agent experienced in that area of Jupix will fully investigate your query before getting back to you.
Jupix support is available from 8am-6pm Monday-Friday.
- Click Home on the main homebar
- On the side menu, in the Support section, click Guide
- Alternatively, the Help Centre can be accessed directly using the following link: https://support.jupix.com/hc/en-gb. You can bookmark this link as the Help Centre is open to all and not restricted to login
- At the top right of every page, and at the bottom of every Help Centre article, there is an option to Submit a request. Click Submit a request
- From the dropdown menu, select your issue from the list, i.e. Accounts
- Enter Your email address, the relevant Area (i.e. Accounts Area), the Subject of your query, a detailed Description, and any supporting Attachments (i.e. screenshots) that are relevant.
Suggested articles will display based on your query Subject
(The more information you initially provide, the quicker we can resolve your query) - Click Submit
The ticket will go straight to the Support team, and an agent experienced in that area of Jupix will fully investigate your query before getting back to you.
Tracking your Support tickets
Once your ticket has been submitted, you'll be shown a confirmation screen. Suggested Help Centre articles will be displayed that may answer your query and you can click No, I need help or Yes, close my request to continue.
You'll then receive an email inviting you to register for a Help Centre account, and to Create a password.
By doing so, any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and Last activity, i.e. when it was last worked on by a member of the Support team.
Note
Prior to October 2023, if you've submitted a ticket request, an account will have already been created for you using your supplied email address. As such, from October 2023, you won't receive a registration email and a prompt to create a password.
Therefore, in order to view and track your support tickets via Requests, we advise that you contact Support so they can send you a password reset email for your Help Centre account
Once the ticket is logged and you are logged into your Help Centre account:
- Click Your Name in the upper right corner of the Help Centre
- In the dropdown menu, click Requests
- On the My requests tab, a list of all the tickets you've submitted will be displayed.
You can view when the ticket was Created, when the Last activity was (when it was last worked on by a member of the Support team), and the ticket Status (Open/Solved).
You can click the Subject of a ticket to open it in full
- With the ticket fully opened, you can view all details submitted so far, supply additional information, respond to any questions raised by the Support team, and mark your ticket as solved