Filling out the support request form
The support request form is on the Submit a request page. This article describes each field and how to fill it in.
Your name
Enter your name. This field is optional, but including it helps us personalise our response.
If you're signed in, this field is pre-filled from your account. You can edit it before submitting.
Email address
Enter the email address you'd like us to use when we reply. This field is required.
If you're signed in, this field is pre-filled from your account. You can edit it before submitting.
Subject
Enter a short, clear description of your request. For example:
- Blank page inserted before Table of Contents.
- SmartReplace not applying styles to numbered lists.
Product
Select the Typefi product your request relates to — Orion or Edifix.
Category
Select the category that most closely describes your request. The category options depend on which product you selected.
Orion
| Category | When to use |
|---|---|
| General Inquiry | General questions about Orion |
| Feedback and Comments | Suggestions or feedback about the product |
| Sales and Pricing | Pricing enquiries or licensing questions |
| SmartReplace | Issues or questions about SmartReplace |
| SmartReferences | Issues or questions about SmartReferences |
| SmartCitations | Issues or questions about SmartCitations |
| Advanced Workflows | Issues or questions about Advanced Workflows |
| Export to XML | Issues or questions about Export to XML |
| API integration | Issues or questions about the Orion API |
| Orion Compass | Issues or questions about Orion Compass |
| Other | Requests that don't fit any of the above |
Edifix
| Category | When to use |
|---|---|
| General Inquiry | General questions about Edifix |
| Feedback and Comments | Suggestions or feedback about the product |
| Sales and Pricing | Pricing enquiries or licensing questions |
| Technical Support | Technical issues with Edifix |
| Billing Questions | Questions about your bill or payment |
| Account Access | Issues accessing your account |
| API Access | Issues or questions about the Edifix API |
| Other | Requests that don't fit any of the above |
INFO
If you select Sales and Pricing, your request is sent to the Typefi sales team by email rather than creating a support ticket.
Description
Enter a full description of your request. The more detail you provide, the faster we can help. For issues, include:
- The steps to reproduce the issue
- What you expected to happen
- What actually happened
- Any relevant files, job names, or error messages
Use the toolbar to format your text with headings, lists, code, and links.
Priority
Select the priority that reflects how urgently you need a response.
| Priority | When to use |
|---|---|
| Low | Non-urgent questions or general feedback |
| Normal | Standard requests — suitable for most submissions |
| High | Issues affecting your work but not blocking production |
| Urgent | Critical issues causing production delays |
Normal is appropriate for most requests. Please select the priority that honestly reflects your situation — setting a higher priority than necessary may delay responses for others.
Attachment
Attach a file to support your request, such as a Word document, screenshot, or XML file.
Accepted file types: PDF, Word (.doc, .docx), images (PNG, JPG, GIF, WebP), ZIP, XML, TXT. Maximum file size: 5 MB.
The Attachment field is not available when Sales and Pricing is selected as the category.