How to Raise a Support Ticket

Last updated: 16 April 2026

How to Raise a Support Ticket

If something is not working as expected, you can raise a support ticket directly from Jump. The system automatically captures technical context to help the support team diagnose the issue faster.

When to Raise a Ticket

Support tickets are for reporting problems such as:

  • Something is broken or not loading
  • An error message appeared
  • Data looks incorrect or is missing
  • A feature is not behaving as documented

For new feature ideas, use the Feature Requests section instead.

How to Raise a Ticket

There are two ways to open the ticket form:

  1. From the Help Hub - open the Tickets tab and click Create a support request
  2. From an error - when an error occurs, the error notification includes a link to report the problem. This pre-fills the ticket with error details

Filling in the Form

  1. Title - a short summary of the problem (e.g. "Cannot save consultation notes")
  2. Area - which part of the application is affected. This is auto-filled based on the page you are on, but you can edit it
  3. Description - describe what happened and what you expected. If an error was detected, a draft description is pre-filled for you
  4. Impact - how much this is affecting your work:
    • Blocked - you cannot continue working
    • Slowed down - you can work around it but it is causing delays
    • Minor - a small issue that is not urgent
  5. Steps to reproduce (optional) - if you can reliably trigger the problem, describe the steps
  6. Screenshots (optional) - attach up to 3 screenshots. The system may also capture a screenshot automatically before the dialog opens

What Gets Captured Automatically

When you open the ticket form, the system captures technical context behind the scenes:

  • The page you were on
  • Your browser and device information
  • Recent console errors
  • Failed network requests

This information helps the support team investigate without needing to ask you for technical details.

After Submitting

You receive a reference number (e.g. SUP-00015). You can track all your submitted tickets in the Tickets tab of the Help Hub, where you can see:

  • Ticket title and reference number
  • Current status (Open or Closed)
  • Date submitted
  • Resolution details once the issue is resolved

Tip: The more detail you provide in the description, the faster the support team can help. If you can reproduce the problem, include the exact steps - this is the single most useful thing you can add to a ticket.