How to log a support ticket

Logging a support ticket with Micad is easy, simply:

  • Email: support@micad.co.uk
  • Call: 0161 927 9573 (press option 2 to be forwarded to support)
  • Support Direct Line: 0161 696 1600

A ticket will be generated and you will receive a confirmation email with a reference number. Your ticket will then be allocated to a member of the team.

You should contact support for:

  • All product related issues such as questions on how to do something or if you’re having any problems with our products.
  • License requests, firewall changes and so on.

Support ticket guidelines

We often receive support tickets but are unable to take action as important information is missing. In these instances, we will reply to the ticket requesting additional information.

This delays our ability to solve the issue. In order to receive the fastest resolution, please ensure you:

  • Submit one question or issue per ticket.
  • Use a clear and understandable subject title.
  • If this is your first time contacting us, please include your email signature so we know who are you are. It is particularly important to identify which organisation you work for (if it’s the NHS, please include the Trust name).
  • Include clear examples, IDs, usernames, URLs, screenshots or recordings and any relevant attachments.
  • For user interface issues, a screenshot or recording is very helpful.
  • Provide clear and detailed steps of how to reproduce the problem you’re encountering.

Extra Help

What is a URL?

A URL is the address of the webpage which you should be able to see in the address bar at the top of your browser window. Select this and copy into the ticket description.

How do I take a screenshot?

  • Press PrtScn|SysRq
  • Windows captures the entire screen and copies it to the clipboard. This button is found in the upper right corner of your keyboard.
  • You can then paste the image into the post by pressing Ctrl+V.
  • To take a screenshot of a single window, hold down Alt when pressing PrtScn|SysRq
  • If you want to save the image as a graphics file, open Paint, press Ctrl+V and save.

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