When the Help Centre doesn't cover what you need, raise a support ticket and our team will help you directly. This guide explains how to open a ticket, what each field is for, how to reply and keep the conversation in one place, and how to follow a ticket through to resolution.
Raising a ticket never costs anything. Credits are only ever used for two things in vehReports — signing off an inspection report and signing a rental agreement. Getting support, like running licence checks and most other day-to-day work, is free and unlimited.
When to raise a ticket
Reach for a ticket when:
- Something isn't working as you expect and you can't find the answer in the Help Centre.
- You've hit an error, or a screen behaved differently from what you anticipated.
- You have a billing or account query that needs our team to look at your specific company.
- You want to suggest an improvement or ask whether something is possible.
For general "how do I…" questions, it's worth a quick look through the Help Centre first — many tasks (adding a vehicle, building a template, inviting your team) are covered step by step, and you'll often get your answer faster than waiting for a reply. If the Help Centre doesn't settle it, a ticket is the right next step.
Raising a ticket
You'll find everything under Support in the main menu. Open it and start a new ticket. You'll be asked for a few details so we can route your request to the right person and give it the right attention.
Department
Choose the department your request relates to. This helps your ticket land with the team best placed to answer it. If you're not sure which department fits, pick the closest one — we'll point it in the right direction internally if needed.
Subject
Give your ticket a clear, specific subject — a short line that says what the ticket is about. "Customer not receiving signed report email" is far more useful than "Problem". A precise subject helps us understand the issue at a glance, and it's easier for you to spot later when you're scanning your list of tickets.
Priority
Set a priority so we know how urgent it is. Set it honestly — it helps us triage fairly across everyone who needs help, and it means genuinely urgent issues get seen first.
Message
Write your message in the box provided. This is the most important part of the ticket — the more detail you give, the faster we can help. A good message usually includes:
- What you were trying to do — for example, sign off an inbound inspection.
- The steps you took — so we can follow the same path.
- What you expected to happen versus what actually happened.
- Any error message, copied out word for word if you can.
- Where it happened — which screen, which report, which vehicle or customer.
If you're describing a specific record, quoting its reference (a report number, agreement number or vehicle registration) helps us find it quickly.
Attachments
You can attach files to your ticket — a screenshot is very often the fastest way to explain a problem. A picture of the exact error or the screen you're stuck on usually tells us more than a paragraph of description.
When you've filled everything in, submit the ticket. You'll get a confirmation, and the ticket appears in your list with its own reference. Quote that reference if you ever need to chase it up.
What it costs
Nothing. Opening a ticket, replying to it and attaching files are all free and don't touch your credit balance. Credits are only spent when you sign off a report or sign a rental agreement.
Replying to a ticket
Once a ticket is open, the whole conversation stays in one place. To add information or answer a question we've asked, open the ticket and add your reply. You can attach files to a reply too, so you can send a fresh screenshot mid-conversation.
Keeping everything on the one ticket — rather than starting a new ticket each time — means we (and you) always have the full context. The thread shows each message in order, with the time it was sent and who sent it, so when you come back to it days later you can see exactly where things stood.
Tracking your tickets
Where to find your tickets
All of your tickets are listed under Support, each showing its current status, priority, subject and reference. At a glance you can see what's still open, what we're working on, and what's been resolved.
Following a ticket's status
Each ticket shows where it's up to as it moves from being raised, through being worked on, to being resolved. That status is the quickest way to tell which tickets are waiting on us and which are waiting on you.
How you'll know when we've replied
When we respond, you'll be notified by email letting you know there's a new response on your ticket, with a link to come back in and view it. You can adjust which messages you receive under your notification settings. There's no separate inbox to monitor inside the app — you'll get the email, then open the ticket to read the reply in full context. The whole back-and-forth is preserved on the ticket, so you always have the history when you return.
Getting the fastest, most useful answer
A little upfront detail saves a round-trip and gets you a useful answer sooner. The most helpful tickets tend to:
- Have a specific subject that names the actual problem.
- Spell out the steps you took and what you expected versus what happened.
- Include a screenshot of any error message — these are especially helpful.
- Quote the reference of the record involved (report, agreement, vehicle registration or customer) so we can find it straight away.
- Use a realistic priority so urgent issues are easy to spot.
(Who's on your team and what they can do is covered in roles explained and managing your team.)
Common questions
Will raising a ticket use a credit? No. Tickets, replies and attachments are completely free. Only signing off a report or signing a rental agreement uses a credit.
Can I attach a screenshot? Yes — a screenshot of the error or the screen you're stuck on is often the fastest way to explain a problem.
How will I know you've replied? You'll get an email with a link back to the ticket. There's no in-app inbox to keep checking — open the ticket from the email (or from the Support area) to read the reply.
Where do I see product updates and new features? Those live in the Updates area, the in-app changelog — see what's new.