How do I lodge a support ticket?
Refuel uses HubSpot Service Hub to manage and resolve customer support requests. This guide will walk you through finding self-help resources, raising new tickets, and tracking existing requests.
How to get support from Refuel Creative
Refuel Creative offers four support options: searching the Help Centre, live chat, lodging a ticket, and managing existing tickets in the customer portal. Start with the Help Centre search to get an instant answer, then use live chat or submit a ticket if you need further help.
How do I search the Help Centre?
Before submitting a ticket, we may have already answered your question in our Help Centre! Read about searching the Help Centre.
How do I access live chat and instant assistance?
Refuel Creative offers AI and human live chat support. Read about live chat support.
How do I lodge a new support ticket?
A new ticket can be lodged from the live chat, or by following the steps in the linked article below. Read about lodging a new ticket.
How do I view and manage my tickets?
After you've submitted your ticket, you can monitor it in our customer portal. Read about managing tickets here.
What are the best practices for faster ticket resolution?
- Search first: Always check the Help Centre before raising a ticket — it's updated regularly with new answers.
- Provide clear details: Steps, URLs, screenshots, and desired outcomes help us move quickly.
- Choose the right priority: Reserve “High” for blocking issues. Follow high tickets up with a phone call.
- Stay responsive: Watch for email alerts and portal notifications. Quick replies shorten resolution times.