How to raise a Support Request

How you raise a support request has a big effect on how quickly it gets resolved. A specific first message — the screen you were on, what you expected, and what happened instead — lets us start diagnosing straight away, rather than going back and forth on the basics. This guide covers what to check first, what to include in a request, and how requests are prioritised once they reach us.

Before contacting support

A number of common questions are answered without needing to raise a ticket at all. Worth checking these first:

Knowledge base. Select the question mark icon at the top right of Law App to open the support page. It’s full-text searchable, so it’s the best option for reviewing a feature in detail.
AI chatbot. On the support page, select Ask Us at the bottom right. It’s trained on the knowledge base, so it’s well suited to quick procedural questions.
Release notes. Found in the knowledge base under “Releases”. Worth a check if something that used to work seems to have changed — it may be an intended update rather than a fault.

If none of these resolve it, raise a ticket using the template below.

Required information

These five details are usually enough for us to start diagnosing straight away. Include all of them with every request:

The action attempted — the specific page, feature, or screen.
The expected result.
The actual result — including any error message, quoted exactly as it appears.
The file or matter number, where the issue relates to a specific matter.
A screenshot.

We may follow up for extra detail — your browser, operating system, or user role — but that’s only needed occasionally.

Request template

Send requests to the support inbox only. Don’t send them to personal email addresses or copy in individual staff members — requests sent that way can’t be tracked and may not be actioned.

Paste the template below into your email and fill in each field.

Subject: [Brief description], File [number]

What I was doing: [The specific screen or feature]

What I expected: [The expected result]

What happened instead: [The actual result, including any error message]

File / matter number: [Number, or N/A if not specific to one matter]

Severity: [Blocking / Slowing me down / Minor — see the severity guide below]

Screenshot attached: [Yes / No]

Tip: Precise labelling isn’t essential, as long as the substance is there — a screen recording works just as well as a written description.

Worked example

The difference between these two requests is the difference between a same-day resolution and several days of back-and-forth.

Avoid

Insufficient context

“Hi team, the costs agreement isn’t working. Can you fix it?”

Needs several follow-up questions before diagnosis can even begin — typically adding two business days.

Do this instead

Sufficient context

Subject: Costs agreement, address merge fields blank, File 24/0185. Includes what was attempted, what was expected, what happened, the file number, and severity.

Can generally be resolved without any further correspondence.

Severity

Requests are triaged by severity, so an accurate rating helps us prioritise correctly. The response targets below are the minimum you should expect — we always aim to resolve issues faster where we can.

Severity	Definition	Channel	Response target
Blocking	Core work cannot proceed — for example, the trust account is locked, you can’t log in, or a critical feature is unavailable on a settlement day.	Phone, then email	Same business day
Slowing me down	A feature is faulty. A workaround exists but is time-consuming.	Email	One business day
Minor	Minor interface or cosmetic issue.	Email	Two to three business days
Feature request	A suggested enhancement, not a fault.	Email	Recorded to backlog — no date committed

Tip: For a blocking issue raised by phone, follow up by email using the template above — that gives us a written record to work from.

Support exclusions

Under the service agreement, Law Support doesn’t provide technical support for:

Hardware — computers, monitors, peripherals, scanners, and printers.
Internet — connections, routers, and Wi-Fi.
Microsoft Office — Word, Outlook, and Excel issues unrelated to the Law App integration.

These should go to your IT provider instead. We do cover Law App itself, including its integrations with Word, Outlook, InfoTrack, and bank feeds.

Sensitive client information

Only send what’s needed for diagnosis — the file number is usually enough to locate a matter. Don’t forward client documents, identification, or correspondence unless we ask for them.

Sending something sensitive? Mark the subject line CONFIDENTIAL: CLIENT INFO so it gets handled appropriately.

After submission

Once you’ve sent a request, here’s what happens:

Your request is triaged on receipt — faults go to the development team, procedural questions are handled directly.
You’ll get a response within the target for the severity assigned. If we can’t resolve it immediately, we’ll give you an update schedule.
Once it’s resolved, we’ll confirm with you and ask you to verify before the ticket is closed.

Tip: Haven’t heard back within the target? Reply to your original email.