How to Track and Update Your Support Request

You can access this feature from the MSL Customer Portal.

Contractual System Admins can be granted access to view all support tickets submitted by anyone in their organisation. If you'd like this feature enabled for your account, please contact us.

We are updating our support articles and transferring them from our older Knowledge Base at https://knowledge.ukmsl.com to the new Customer Portal. Both will be accessible during this transition, and there are separate logins for each. If you need help finding information or deciding which login to use, please contact [email protected].

For further information, see MSL Support.

1. Login to MSL's Customer Portal at https://support.ukmsl.com/support/home/.
2. Click My Tickets. The Tickets window is displayed with a list of your support tickets.
3. Filter using the following options:
   • From the Status dropdown, select one of the following options:
     • All Tickets - Shows all tickets regardless of status.

     • Open or Pending - Displays tickets that are active or awaiting action.

     • Resolved or Closed - Lists tickets that are resolved or completed.

   • From the Sort By dropdown, select one of the following options, and if the order should be Ascending or Descending:
     • Date Created - The date the ticket was initially submitted.
     • Last Modified - The date the ticket was last updated.
     • Status - The current state of the ticket (e.g. Open, Pending, Resolved, Closed).
4. Select the relevant ticket from the list to view its details.
5. From here, you can:
   • Click Reply to respond to the ticket.
   • Add additional people in CC to keep them informed.
   • If the issue has been resolved, click Close to mark the ticket as complete.