---
title: Service FAQs
description: FAQ
---
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- [Customer Portal](https://urfuturesupport.io/enquiries?status=all&view=my_tickets&offset=0)
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1. [urfuture Support](https://urfuturesupport.io/?hsLang=en-gb)
2. [FAQs](https://urfuturesupport.io/faqs?hsLang=en-gb)
# Service FAQs
## We've answered the questions we hear most often to help you get the most out of urfuture.
### What does a Customer Support Manager do?
The Customer Support Manager is responsible for ensuring every employer and candidate has a great experience using urfuture.
Their responsibilities include:
- Responding to customer enquiries
- Troubleshooting platform issues
- Logging bugs and feature requests
- Escalating technical issues to Product
- Supporting employer onboarding
- Helping candidates use the app
- Monitoring support response times
- Updating the knowledge base
- Identifying recurring issues and reporting trends
The Customer Support Manager is the bridge between customers and the Product team.
### How do I raise a support ticket?
If you need to raise a ticket, please select the Customer Portal button in the top right corner of the current page.
Or you can simply email:
**📧 support@urfuture.io**
Please include as much information as possible to help the team investigate quickly.
Include:
- Customer name (if applicable)
- Company name
- A clear description of the issue
- What you were trying to do
- What happened instead
- Screenshots or screen recordings (where possible)
- The device/browser being used (if relevant)
The more information you provide, the faster the issue can be investigated.
### What happens after I submit a ticket?
Once ur ticket or email has been received:
1. The issue will be reviewed by the support team.
2. You may be contacted for additional information if needed.
3. You can view and manage your tickets within our [customer portal.](https://urfuturesupport.io/enquiries?hsLang=en-gb)
4. Once resolved, you'll be updated via email.
### How quickly will urfuture respond/resolve?
We aim to resolve all support tickets promptly, within a 40-hour window.
Depending on priority, we will a respond to you with an update under the following timeframes:
Critical: within 1 hour
High: within 4 hours
Medium: within 1 working day
Low: within 2 working days
### When should I raise a support ticket?
A support ticket should be raised whenever a customer requires assistance with the urfuture platform or requests a change that needs to be tracked and actioned.
This includes:
- Technical issues or bugs
- Login or account access issues
- General product support and troubleshooting
- Employer or candidate account queries
- Platform performance issues
- Data discrepancies or incorrect information
- Job or application-related issues
- Feature requests or product enhancements
- Configuration or development requests
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