Rule29 Client Support

User guide

How to raise, review, update and resolve support requests using the Rule29 Support Portal. This guide includes instructions for client users and Rule29 staff.

I am a client user I am a Rule29 user

Getting started

Sign in

Open the Rule29 Support page and sign in using your email address or username and password. The portal will automatically show the correct dashboard for your account.

Use Forgotten your password? on the sign-in page if you need a reset link.

Keep information secure

Do not include passwords, bank details or highly sensitive personal information in a request or reply. Rule29 will contact you if confidential information is required through another secure method.

One portal, two views: clients see requests for their organisation; Rule29 users see the staff work queue and ticket-management controls.

For client users

Raising and managing requests

Raise a new request

  1. From your dashboard, select Raise a Request.
  2. Choose the category that best describes the request.
  3. Enter a short, specific subject and a clear description of the help you need.
  4. Add any useful documents or images. You can upload multiple permitted files, with a maximum size of 5 MB per file.
  5. Submit the form. You will see a unique ticket number such as R29-007823 and receive a confirmation email.
Before submitting: check that the request contains enough context for Rule29 to understand what is needed, but does not contain passwords, bank details or unnecessary sensitive personal data.

Review an existing request

Your dashboard separates active requests from resolved requests. Select a ticket title to view:

  • the ticket number, subject, category and current status;
  • the original request and its attachments;
  • the complete conversation in date order; and
  • any attachments added to replies.

Reply or provide requested information

  1. Open the relevant ticket from your dashboard.
  2. Read the latest message in the Conversation section.
  3. Enter your response in Add a reply. Attach supporting files if required.
  4. Select Send reply once. Your message will appear in the conversation and the assigned Rule29 user will be notified.

If a ticket was Waiting for Client, your reply automatically changes it back to Open.

What the statuses mean

StatusMeaningWhat you need to do
OpenRule29 is reviewing or working on the request.No action unless Rule29 contacts you.
Waiting for ClientRule29 needs more information from you.Open the ticket and add a reply.
ResolvedThe request has been completed and closed.Contact Rule29 if further work is required.

For Rule29 users

Working with support tickets

Use the frontend work portal

Sign in through the Rule29 Support webpage. Rule29 Support Users and administrators are shown the staff work portal rather than the client dashboard.

Important: the large editor in the WordPress ticket screen is the original request description. It is not a reply box. Add replies through the frontend portal so they are recorded in the conversation and the client receives the correct notification.

Find the right tickets

  • Assigned to me shows tickets owned by your account.
  • All tickets shows the complete Rule29 work queue.
  • Use the status filter to view Open, Waiting for Client, Resolved or all tickets.
  • Tickets are ordered by their latest activity, with the most recently updated first.

Reply to a client

  1. Open the ticket from the staff dashboard.
  2. Review the original request, attachments and full conversation.
  3. Enter the response in Add a reply and attach any necessary files.
  4. Select Send reply once. The reply is added to the audit trail and the requesting client is emailed.
  5. If you need information from the client, use Manage ticket to change the status to Waiting for Client.

Manage status and ownership

The Manage ticket panel lets an authorised Rule29 user:

  • set the ticket to Open, Waiting for Client or Resolved;
  • reassign it to another Rule29 user; and
  • reopen a resolved ticket when further work is required.

The client is notified when the status changes. A newly assigned Rule29 owner receives an assignment email.

WordPress administration

The WordPress Support Ticket screen remains available for administration. Its Conversation history panel is a read-only audit trail. Operational replies and status management should normally be completed in the frontend portal.

Attachments

Permitted formats

PDF, Word, Excel, CSV, JPG and PNG files are supported. Reply attachments are limited to three files per reply and 5 MB per file.

Access control

Attachments are not placed in the public Media Library. Downloads require a signed-in user who is authorised to view the associated ticket.

Help and troubleshooting

I cannot see a ticket

Confirm you are signed in with the correct account. Client users can only see tickets belonging to their linked organisation. If the problem continues, contact Rule29 and provide the ticket number.

I cannot add a reply

Resolved tickets cannot be updated by client users. If the ticket is active, refresh the page and try again. Rule29 staff can reopen a resolved ticket from the frontend management panel.

My attachment was rejected

Check that the file is an accepted format, no larger than 5 MB and not empty. Shorten unusual filenames before trying again.

I did not receive an email

Check your junk or spam folder and confirm the email address on your account is correct. The ticket portal remains the authoritative record even if an email is delayed.

I entered the wrong information

Add a new reply explaining the correction. Do not overwrite the original request in WordPress, as this would weaken the audit trail.

How do I sign out?

Use Log out in the portal header, especially when using a shared computer.

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