Support

Shinepoint includes a built-in support system so you can get help directly from within the platform. Whether you have a question about a feature, need guidance on a compliance matter, or have encountered an issue, the support team is here to help. You'll find everything you need under the Support section in your sidebar.

#Raising a Support Ticket

To get in touch, head to the Support page and select New Ticket. You'll be asked to provide a few details so the team can help you as quickly as possible.

#Choosing a Department

When creating a ticket, you can assign it to the department most relevant to your question:

• General Support - for general enquiries about using Shinepoint, your account, or any feature you'd like help with.
• Technical - for issues related to something not working as expected, errors, or technical difficulties.
• Legal & Compliance - for questions about compliance requirements, policies, risk assessments, or regulatory matters relevant to your business.

Choosing the right department helps route your ticket to the people best placed to assist you, though you're welcome to leave it unselected if you're unsure.

#Writing Your Ticket

Give your ticket a clear, descriptive subject line - something like "Cannot download training certificate" is more helpful than "Problem with training". In the description field, explain your question or issue in as much detail as you can. The more context you provide, the faster the team can help.

You can also set a priority level for your ticket. For most enquiries, Normal works well. If something is preventing you from using the platform, choose High or Urgent so the team knows to prioritise it. There's also a Feedback option if you'd simply like to suggest an improvement.

#Attaching Files

If it would help to share a document, screenshot, or spreadsheet, you can attach files directly to your ticket. Drag and drop files into the upload area or browse to select them. You can attach up to five files, each up to 10MB, in common formats such as JPG, PNG, PDF, DOC, XLS, CSV, and TXT.

#Tracking Your Tickets

The main Support page gives you an overview of all your tickets at a glance. You'll see summary cards showing how many tickets are open, how many are awaiting a reply, and how many have been resolved - so you always know where things stand.

#Viewing and Filtering Tickets

Each ticket in the list shows its subject, status, priority, and department. You can search by keyword, filter by status (open or closed), or filter by department to quickly find what you're looking for. Clicking on any ticket opens the full conversation thread.

#Replying to Tickets

Once you've opened a ticket, you can continue the conversation by adding replies. The ticket detail page shows the full history of messages between you and the support team, with the most recent activity at the bottom. Staff replies are clearly marked so you can follow the thread easily.

You can attach files to your replies as well, which is useful if the team has asked for additional information or documents.

#How You'll Be Notified

When the support team responds to your ticket, you'll receive a notification so you know there's something to review. Keep an eye on your notifications to stay on top of any open conversations.

#Closing and Reopening Tickets

Once your question has been answered or your issue resolved, you can close the ticket using the Close Ticket button. If something comes up later related to the same matter, you can reopen a closed ticket rather than creating a new one - all the original context will still be there.

#Getting the Most from Support

A well-written support ticket makes it much easier for the team to help you promptly. Here are a few practical tips:

• Be specific about what happened. Rather than "something went wrong", describe the steps you took and what you expected to happen versus what actually happened.
• Mention which section of Shinepoint you're asking about. Whether it's training, risk assessments, leave, or another area, this helps the team jump straight to the relevant part of the system.
• For compliance questions, include context about your business. Mentioning your sector or the specific regulation you're asking about helps the team give you more targeted advice.
• Check this documentation first. Many common questions about features and workflows are covered across these help pages, and you may find the answer you need straight away.

Each ticket is given a unique reference number (displayed at the top of the ticket), which is handy if you need to refer back to a previous conversation or mention it in a follow-up.