As part of our strategic objective to “drive brilliant basics”, we are pleased to confirm the following service enhancements to improve the quality and speed of our customer support.
We have introduced a Courtesy call back service on our Customer Service contact line - 0845 783 5500. This will allow callers to keep their place in the queue without hanging on the line. If you are waiting to get through to an Associate for more than 60 seconds, you will be presented with a message to hold your place in the queue, and we will call you back.
We have introduced a range of enhancements to our Freshdesk ticketing service with the aim of
- improving response time.
- improving the quality/ accuracy of the initial response.
- improving the visibility of a tickets status to you and others within your business.
Simplified ticket range
To improve the routing of tickets, users will now have a simplified range of 5 ticket options
- Dealing
- Technical
- Complaint
- Enquiry
- Transfers
This new Knowledge Base guide gives more detail on which option to select in different scenarios - Ticket Categories and features : Knowledge base
Scenario Automation
A new tool that automates certain actions on tickets, such as applying notes, updating statuses, or handling routine cases. For example, some tickets that don’t require action (like bounce backs) can be processed automatically. It helps our team focus on tickets that need attention and respond faster.
Parent and Child tickets
A new feature to split a single customer request into multiple tasks for different teams. Your ticket is the “parent,” and each separate internal ticket is a “child”. This allows different parties to liaise about the same query in their own distinct ticket, for example where we are liaising with you and a third-party provider about a clients account.
Linked tickets
A way to connect separate tickets about the same issue internally, without merging them, so each customer’s ticket remains independent but can assist us in managing queries that are impacting multiple users
Reopening tickets
When an old ticket is reopened, the system will now automatically create a new linked ticket. Your original ticket stays closed but remains linked for full traceability and history. A new ticket is created to track the follow-up and will be handled as usual. This ensures SLAs are tracked and reported accurately. By creating a new ticket, we can prioritise your request correctly rather than relying on an old ticket that may no longer reflect urgency.
Shared Ownership
A way for multiple internal teams to work on the same ticket together, at the same time. You’ll continue to see your ticket as normal and receive updates in the same way.
There’s no change in how you submit or track tickets. Within SS&C Hubwise, this change means the right team can work on their part of the request at the same time, while our Customer Service team remains your main point of contact.
During the Christmas period, we will be operating within the following hours: -
- Monday 22nd December – 9am – 5pm (Normal working hours)
- Tuesday 23rd December – 9am – 5pm (Normal working hours)
- Wednesday 24th December - 9am – 2pm
- Thursday 25th December - Closed
- Friday 26th December – Closed
- Monday 29th December - 9am – 5pm (Normal working hours)
- Tuesday 30th December - 9am – 5pm (Normal working hours)
- Wednesday 31st December 2025 – 9am – 2pm
- Thursday 1st January 2026 - Closed
- Friday 2nd January 2026 - 9am – 5pm (Normal working hours)
21st December 2025 Payroll
- Cut-off date - COB Friday 12th December
- Payment date - Friday 19th December
28th December 2025 Payroll
- Cut-off date - COB Friday 19th December
- Payment date - Tuesday 23rd December
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