Submit a support request

When you submit a support request, you will be asked to complete a simple form with key information to help us resolve your query.

Email address

Enter the email address you usually use to correspond with Typefi—this could be your Typefi username or the email address you used when you purchased a Typefi InDesign plug-in (Typefitter or AutoFit).

If you are a registered Typefi user and have already signed in to Typefi Support, there is no need to enter your email address again.

Subject

Your subject should be concise and clearly reflect your request. Some examples:

• Blank page being inserted before Table of Contents.
• Soft styles are being dropped when converting from CXML to INDD.

Description

Give us a full description of the issue you're experiencing. Include details of the job you were running, what we need to do to reproduce the issue, the result you were expecting, and the actual result. See a best practice example here.

Please submit each issue separately to help us properly track and manage your requests. 

Project Reference

If your ticket is related to a specific work order or project, please enter the name of the work order or project here. If the ticket is a general support issue, please leave this field blank

Type

Choose the option that most closely reflects the nature of your request—Question, Incident, Problem, or Task.

Priority

Priority levels drive our response time to all tickets in our system. Generally speaking, most tickets are Normal priority; Urgent or High should only be used when the issue is creating delays in your production.

Check out our prioritisation guidelines to help you select the appropriate priority for your ticket.

Please be honest when selecting a priority level. If you set a higher priority than necessary, it may have an adverse impact on response times for other tickets you submit. 

Component Affected

Choose the component that is believed to be causing the issue—this will help direct your request to the consultant most appropriately placed to manage your issue.

Due Date

If you require resolution by a certain date, enter it here; otherwise, leave this field blank.

Priority-based response times are offered for all support tickets; if you'd like an idea of when you can expect a response, please see our article on response times.

Attachments

Attach files under 20MB here. Files over 20MB should be uploaded to Typefi Support Files in the Typefi FTP—place the attachments within a subfolder that has the same name as the ticket.