Get in Touch

For immediate assistance, you can also call the support team at +44 1377 455 180

Accessing the Support Page

To access Helm’s support system

• Click the Helpdesk button in the left-hand menu

• You will be redirected to the Support Page where you can submit a detailed support ticket

• Alternatively, you can go directly to the Helm Support Portal

Submitting a Support Ticket in Helm

When submitting a ticket, provide as much detail as possible to help our team resolve your issue efficiently

1. Enter Your Inquiry Subject

Provide a brief summary of your issue to help us quickly understand the nature of the problem

2. Indicate the Urgency

Select Yes or No to specify if the issue is preventing your team from working
This helps us prioritise critical issues

3. Provide Your Account Details

Enter your name, company name, and the email address linked to your Helm account so we can locate your records quickly

4. Describe the Issue in Detail

Provide a clear and detailed description of the problem you are experiencing. If applicable, include steps to reproduce the issue

5. Select When the Issue Started

Indicate the date and time when you first noticed the issue. This helps us identify any system updates or changes that may have caused it

6. Specify How Often the Issue Occurs

Choose from the available options to indicate whether the issue is recurring, intermittent, or a one-time occurrence. This helps us determine the severity and possible causes

7. Outline Any Troubleshooting Steps Taken

List any actions you have already attempted to resolve the issue. This avoids duplication and speeds up resolution

8. Provide Error Codes or Messages (If Applicable)

If you received an error message or code, include it in your ticket. Error codes are crucial for diagnosing specific issues

9. Explain the Business Impact

Describe how the issue is affecting your business operations. Providing this context helps us assess the urgency of your request

10. Clarify the Scope of the Issue

If you manage multiple accounts, specify whether the issue is limited to one account or affects all accounts. This helps determine if the problem is isolated or widespread

11. Provide Transaction References (If Relevant)

If the issue relates to a specific order, shipment, or product, include identifiers such as

• Order ID

• Shipment reference

• Product code

12. Attach Supporting Files

Upload screenshots, logs, or relevant documents to support your request. If you have multiple files, compress them into a .zip file and upload as a single attachment. Supporting files provide additional context and evidence for the issue

13. Submit Your Ticket to Helm Support

Click Submit to finalise your request

After submission, you will receive a Ticket ID - keep this ID for reference when following up on your request

Need Help?

• Explore more of our documentation

• Create a Support Ticket

• Contact our Support Team directly on +44 1377 455 180