VUE
Sign inGet started

Getting support

Raising a ticket, tracking it, and what to include.

The VUE teamLast updated

Raising a ticket

Support in the account menu, or the link in the footer of every page in the app. Give it a subject, pick a category, describe the problem, and send.

A ticket arrives attached to your account and your organisation, which is why it beats email: we can see which models you have, which plan you are on and which conversions have run, without a round trip asking.

Screenshot to addThe support page listing open and closed tickets with their statuses.

What to include

The things that most often turn two exchanges into one:

  • Which model, by the name you gave it. “The radiator family” is fine if you only have one.
  • Which type or option, if it only happens on some of them — that is usually the clue that solves it.
  • What you expected and what happened. “The finish should be anthracite and it is grey” is worth more than “the materials are wrong”.
  • Where you saw it — in the studio, in the embed on your page, or on a phone. The three are different code paths.
  • The build stamp from the footer, for anything visual. It tells us exactly which version you were looking at.
  • The source file, for a conversion problem. If you can share the .rfa, say so — reproducing it against the real file is much the fastest route.

What the statuses mean

StatusMeaning
OpenReceived, not yet picked up.
In progressSomebody is working on it.
Waiting on youWe have asked a question and cannot go further until you answer. This is the one worth watching — a ticket can sit here indefinitely.
ResolvedWe think it is fixed. Reply if it is not and the ticket reopens; nothing is closed off behind you.
ClosedFinished, or withdrawn. Still readable.

Tracking and replying

Every ticket you or a colleague has raised is listed on the support page, with the whole conversation. Tickets belong to the organisation, not to the person who raised them, so a colleague can pick up a thread when you are away — and nobody in another organisation can see any of it.

Replying to a resolved ticket reopens it. If the problem is genuinely different, raise a new one instead: one ticket per problem keeps both readable.

VUE emails you when we reply, so you do not have to keep the page open or check back. The email carries the ticket reference, the start of the reply and a link to the thread; the full conversation stays on the support page rather than in your inbox. Reply in the thread rather than to the email: an answer typed there is attached to the ticket, where whoever picks it up next will read it alongside everything else you have already said.

Something urgent

For anything affecting a live product page — an embed that has stopped loading for your customers — say so in the subject. We answer during UK working hours, and tickets raised overnight are picked up the next morning.

For a security issue, please email us rather than opening a ticket. The address is on the contact page, and the terms set out how we handle reports.