--- title: Submitting Feedback & Support Requests description: Submitting Feedback & Support Requests --- [Skip to content](https://support.surepact.com/support-and-feedback#main-content) English Show submenu for translations [Submit a ticket ๐ŸŽซ](https://support.surepact.com/kb-tickets/new?hsLang=en) [Customer portal](https://portal.surepact.com/tickets-view?hsLang=en) ![0224\_Surepact\_Logo-Primary-1.png\]](https://support.surepact.com/hs-fs/hubfs/0224_Surepact_Logo-Primary-1.png?height=43&name=0224_Surepact_Logo-Primary-1.png) Open main navigation Close main navigation - English Show submenu for translations - [Submit a ticket ๐ŸŽซ](https://support.surepact.com/kb-tickets/new) - [Customer portal](https://portal.surepact.com/tickets-view) - Visit our website! Visit our website! Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [SurePact | Knowledge Base](https://support.surepact.com/?hsLang=en) 2. [Getting Started (For All Users)](https://support.surepact.com/getting-started-for-all-users?hsLang=en) # Submitting Feedback & Support Requests ### **Introduction** Providing feedback and logging support tickets in SurePact ensures continuous platform improvement and quick resolution of issues. This guide explains how to: - Submit feedback and feature requests to the SurePact team - Log a support ticket for technical assistance - Track the status of your submitted requests By following these steps, you can ensure your feedback reaches the right team and that your issues are addressed efficiently. ### **๐Ÿ’ก Submitting Feedback & Feature Requests** If you have suggestions for improving SurePact or would like to request a new feature, you can submit your feedback directly within the platform. #### **How to Submit Feedback** 1. **Navigate to the Feedback Section** - Click on the **Knowledge Hub** on the bottom right-hand corner of SurePact. - Select **โ€œProduct Feedbackโ€** from the menu. 2. **Enter Your Feedback** - Provide a clear description of your suggestion or improvement idea. - If applicable, include details on how this feature would benefit your workflow. 3. **Submit Your Feedback** - Click **โ€œSubmitโ€** to send your request. - Your feedback will be reviewed by the SurePact team for future updates. ๐Ÿ“Œ **Tip:** While SurePact cannot guarantee all feature requests will be implemented, all submissions are considered in platform improvements. ![GIF - FEEDBACK](https://support.surepact.com/hs-fs/hubfs/GIF%20-%20FEEDBACK.gif?width=397&height=541&name=GIF%20-%20FEEDBACK.gif) ### **๐Ÿ›  Logging a Support Ticket** If you encounter a technical issue or need assistance, you can log a support ticket for help from the SurePact Support Team. #### **How to Log a Support Ticket** 1. **Access the Support Portal** - Click the **Submit a Ticket** button in the **Knowledge Hub** or [**Knowledge Base**](https://support.surepact.com?hsLang=en). - Visit the [SurePact Customer Portal](https://portal.surepact.com/tickets-view?offset=0&hsLang=en). - Alternatively, emailsupport@surepact.com to submit your request. 2. **Enter Ticket Details** - Fill in the required fields: - **First Name & Last Name** - **Company Name** - **Ticket Name** (brief summary of the issue) - **Ticket Description** (detailed explanation of the issue) 3. **Select Issue Type & Priority** - **Type of Issue:** - Product Help ๐Ÿ“š - Records & Data Management ๐Ÿ“ - Bug or Performance Issue ๐Ÿž - Login or Account Issue ๐Ÿ”’ - Subscription or Billing ๐Ÿ’ธ - Settings or Integration โš™๏ธ - Service Outage ๐Ÿšซ - Something Else...? ๐Ÿค” - **Priority (Urgency):** Select an appropriate priority level. **๐Ÿ’ก Tip:** For urgent issues, select **High Priority**, and the team will try to fast-track your request. 4. **Provide Contact Information** - Enter your **Email Address** (e.g., yourname@yourcompany.com). - Add a **Mobile Number** (optional, e.g., +61 412 345 678). - Attach any relevant screenshots or documents (optional). 5. **Submit the Ticket** - Click **โ€œSubmitโ€** to send the ticket to the support team. - You will receive a confirmation email with your ticket number. 6. **Track Your Ticket Status** - You can track updates on your ticket via the **Customer Portal** [here](https://portal.surepact.com/tickets-view?offset=0&hsLang=en). - The support team will provide updates and resolutions based on priority. ๐Ÿ“Œ **Support Hours:** Monday โ€“ Friday, 8:00 AM โ€“ 4:00 PM AEST. **๐Ÿ’กTip:** For urgent system-wide issues affecting multiple users, escalate through your **SurePact Administrator**. ![](https://support.surepact.com/hs-fs/hubfs/image-png-Feb-27-2025-01-59-21-4384-PM.png?width=688&height=274&name=image-png-Feb-27-2025-01-59-21-4384-PM.png) ### **โœ… Best Practices for Submitting Requests** - **Be specific:** Clearly describe your feedback or issue to help the support team understand and resolve it faster. - **Provide supporting information:** Screenshots, error messages, and affected workflows improve issue resolution times. - **Check existing documentation:** Before submitting a request, review SurePact's Knowledge Base to see if a solution already exists. ### **Next Steps** - For more details on system settings and configurations, refer to [Managing User Access & Permissions](https://support.surepact.com/users-and-types?hsLang=en). - If you need assistance navigating SurePact, check out Accessing & Navigating Records in SurePact. - Contact your **SurePact Administrator** for additional guidance on feature requests or support escalations. ย  - [Getting Started (For All Users)](https://support.surepact.com/getting-started-for-all-users?hsLang=en) - [Funding Programs (For Grantmakers)](https://support.surepact.com/funding-programs-for-grantmakers?hsLang=en#main-content) - [Creating & Managing Funding Programs](https://support.surepact.com/funding-programs-for-grantmakers?hsLang=en#creating-managing-funding-programs) - [Application Round(s) Setup](https://support.surepact.com/funding-programs-for-grantmakers?hsLang=en#application-rounds-setup) - [Application Review, Allocations, Funding Agreements](https://support.surepact.com/funding-programs-for-grantmakers?hsLang=en#application-review-allocations-funding-agreements) - [Program Delivery and Reporting](https://support.surepact.com/funding-programs-for-grantmakers?hsLang=en#program-delivery-and-reporting) - [Funding Opportunities (For Applicants & Recipients)](https://support.surepact.com/funding-opportunities-for-applicants-recipients?hsLang=en#main-content) - [Applying for a Funding Opportunity](https://support.surepact.com/funding-opportunities-for-applicants-recipients?hsLang=en#applying-for-a-funding-opportunity) - [Tracking & Managing Applications](https://support.surepact.com/funding-opportunities-for-applicants-recipients?hsLang=en#tracking-managing-applications) - [Grant Management & Reporting](https://support.surepact.com/grant-management-reporting?hsLang=en) - [SurePact Records](https://support.surepact.com/surepact-records?hsLang=en) - [Portfolios](https://support.surepact.com/portfolios?hsLang=en) - [Projects & Contracts](https://support.surepact.com/projects-contracts?hsLang=en#main-content) - [Project Management](https://support.surepact.com/projects-contracts?hsLang=en#project-management) - [Managing Contracts Within Projects](https://support.surepact.com/projects-contracts?hsLang=en#managing-contracts-within-projects) - [Risk, Compliance & Asset Management](https://support.surepact.com/risk-compliance-asset-management?hsLang=en#main-content) - [Risk & Issue Management](https://support.surepact.com/risk-compliance-asset-management?hsLang=en#risk-issue-management) - [Asset Management](https://support.surepact.com/risk-compliance-asset-management?hsLang=en#asset-management) - [Administration & System Setup](https://support.surepact.com/administration-system-setup?hsLang=en#main-content) - [External Assessors](https://support.surepact.com/administration-system-setup?hsLang=en#external-assessors) - [Common Processes](https://support.surepact.com/common-processes?hsLang=en) - [Release Notes & Support](https://support.surepact.com/release-notes-support?hsLang=en#main-content) - [What's New in Version 6?](https://support.surepact.com/release-notes-support?hsLang=en#whats-new-in-version-6) - [What?! 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