---
title: "New Help Desk System"
slug: "new-help-desk-2026"
description: ""
date: 2026-08-31T00:00:00.000Z
author: "Shine Forms Team"
category: "Business"
tags:
  - "Shine Forms support"
draft: false
---

This weekend, we updated our support systems. 

# Why have we changed?

The old system we were using required customers to log into the service desk system.  This recently caused some emails to be suspended in the system's spam filter, meaning they were not answered in a timely manner.   

# What has changed

We have taken away anything that requires you to create an account.  This also means that you cannot view your support tickets online, just in the emails.   

Other than that, the new system works the same way as before.  To contact our help desk, just drop an email to our [support email address](mailto:support@shineforms.co.uk) and it will create a ticket in our help desk system.  

To confirm that the email has been received, you will get an automated reply to acknowledge the ticket, and we will reply after it has been reviewed.

![](https://www.shineforms.co.uk/images/support-email-reply.webp)