Frequently Asked Questions

Your username is the same as on the current portal — it matches the email address we have on record for you. A new password will be sent to that email address ahead of go-live. Simply use those credentials to sign in when the new portal launches.

If you don't receive the password email or have any trouble signing in, contact our team and we'll get you sorted straight away.

No action is required on your part. Any open tickets from the previous system have been carried over, and your account access is already provisioned. Simply log in and you'll see your existing requests in the dashboard.

Yes — any authorised user within your organisation can submit and track their own requests. If you'd like additional users added or removed, submit an Operational Request ticket and our team will handle it.

Include as much context as possible in your initial submission — what you were doing, what happened, when it started, and whether it affects multiple users. Tickets with complete information skip the back-and-forth and move straight to resolution. See our step-by-step guide for tips.

It helps, but don't let it slow you down. Choosing the right category routes your ticket to the correct team immediately. If you're unsure, pick the closest match and add a brief explanation — our team will re-categorise if needed without any delay to you. See the Ticket Types guide for a breakdown.

For the best experience and fastest resolution, we recommend using the portal. Tickets submitted through the portal get routed automatically, tracked in real time, and benefit from all the new escalation features. If you have an urgent issue and can't access the portal, contact our team directly and we'll log it on your behalf.

Yes, absolutely. Open the ticket from your dashboard, scroll to the comment area, and add any additional context or attachments. Our team will receive a notification immediately. There's no need to submit a new ticket.

Response times depend on ticket priority and type. Urgent and High priority tickets are monitored continuously. For standard requests, our team aims to provide an initial response within one business day. Your SLA terms will specify exact commitments for your organisation.

Pending means our team is waiting on information or a decision from you. Check the ticket comments — we'll have left a note explaining exactly what we need. Responding promptly here keeps your ticket moving. See the full Ticket Statuses guide for all status definitions.

The portal automatically monitors ticket age and escalates based on priority and SLA thresholds — so escalation often happens before you even need to ask. If you have an urgent concern, update the ticket's priority to High or Urgent and add a comment flagging the time sensitivity. Our team will be notified immediately.

Yes — if a ticket needs immediate attention, you can use the Escalate option directly from the ticket detail view. This flags the ticket to a senior member of our support team and moves it to the top of the queue for review.

Before escalating, it helps to make sure the ticket priority is set to High or Urgent and that you've added a comment explaining the urgency — this gives our team the context they need to act quickly. See the Escalation guide for full details on when and how to use it.

The new portal brings real-time ticket tracking, a cleaner interface, expanded self-service options, and — most importantly — a shared platform that all Regent teams now use. That last point means tickets reach the right people faster and handoffs between teams are seamless. Read the full breakdown on the What's New page.

Yes — an AI-powered chat assistant is coming soon. It will have access to information across all of our internal teams simultaneously, so you'll be able to get answers to questions about tickets, product features, or documentation in seconds. We'll announce it when it's live.