Getting the Help You Need, Fast

How our support portal keeps your issues moving, and nothing slips through the gaps.


We introduced our support portal last year, and it’s made a genuine difference to how quickly and consistently we’re able to help. But we also know how organisations work: people move on, new team members join, and not every process gets handed over as smoothly as we’d all like. So, it felt like a good moment to set out how it works and make sure everyone on your team knows where to go.


When something isn’t working the way it should, you want it sorted quickly. So do we. That’s why we’ve put a system in place that makes sure every support request gets the right attention from the right person, with nothing getting lost along the way.


The Quickest Route to a Resolution


The best way to raise a support issue is through our portal:


www.firstclass-software.com/contact


When you log a request here, a ticket is automatically created in our support system. You’ll receive a confirmation email with your ticket number straight away, and your issue goes into a shared team view that we review together every day.


That daily review matters. It means the whole team has visibility of what’s open, what’s progressing, and, importantly, who is best placed to help. If one of us is tied up or away, your ticket doesn’t sit in a single inbox waiting. It’s picked up.



Once Your Ticket Is Open


Everything you need to do from there can be handled by email. If you want to add more detail, share a screenshot, or simply check where things stand, just reply to your confirmation email. Your response is automatically recorded against your ticket, so nothing gets separated from its context.


Why We’re Asking You to Use the Portal


We know it’s natural to fire off an email directly to someone you know on the team. We genuinely appreciate that; it speaks to the relationships we’ve built with you. But direct emails do carry a real risk: if that person is out, in a meeting, or simply gets busy, your message can sit without anyone else knowing it’s there.


The portal changes that. The moment you log a ticket; the whole support team knows about it. It can be assigned, prioritised, and picked up by whoever can move fastest, and it’s there in front of us at every daily team meeting.


It’s a small change in habit that makes a meaningful difference to how quickly and reliably we can help you.


In Summary


–     Log support issues at www.firstclass-software.com/contact

–     You’ll receive a confirmation email with your ticket number

–     Reply to that email to add information or follow up; it all stays connected

–     Your ticket is visible to the whole team and reviewed daily

–     The right person picks it up, wherever they are


If you’re ever unsure, or would rather talk something through, you’re always welcome to call us on 01257 272730.


Articles like this, along with sector news, product updates and practical tips, are shared in our monthly newsletter. It’s something we’re often asked about: how do I sign up, or why am I not receiving it? So, we’ve created a dedicated page to make that easy. Visit www.firstclass-software.com/stay-connected to join, and please do pass the link on to any new members of your team.


Stay Connected
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Open Conversations. Shared Solutions.

By Fiona Paton • October 28, 2026
At FirstClass, we’ve always believed our product should grow with the charities and non-profits who use it. Your input has shaped the way we build, and now we want to take that collaboration one step further. Monthly Check-in Calls We’re introducing monthly check‑in calls, an open forum where you can drop in, chat with the team and other customers, and explore anything related to the product. No agenda, no pressure. Just space for conversation, questions, and shared ideas. These sessions give you the chance to: Share your priorities and help shape how we address different aspects of the system Stay informed on technical updates, including external systems like SQL or Outlook What’s new across our Team, billing, and the wider company See functionality demonstrated live - if you’re unsure how something works, we’ll show you Updates on features and fixes in the latest releases Ask questions on any part of the system Whether you join for five minutes or stay for the full hour, this is your space to connect with us. It’s a chance to explore challenges together, share experiences, and help shape a product that truly works for charities. We’ll host these sessions monthly on Microsoft Teams, giving you regular opportunities to drop in and join the conversation. As the sessions develop, we'd like to occasionally bring a specific topic to the group rather than holding separate meetings. This makes better use of everyone's time and brings the right voices into the room. Our next session will cover the upcoming pension changes and how they might be handled in FirstClasswill on Wednesday, 18th November at 11:00. You can sign up using the Save the Date button below.

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By Fiona Paton • September 23, 2026
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A Relationship Worth Protecting

By Fiona Paton • September 9, 2026
The background Two decades with the National Trust, and still finding new ways to go further. The National Trust exists to protect and preserve places of historic and natural significance for future generations. It’s a mission built on the long view: on the belief that what’s worth having is worth caring for over time. It’s a philosophy that sits rather well with a twenty-year relationship with FirstClass. Legacy income of around £60 million a year funds the Trust’s core conservation work, protecting historic properties, caring for nature, and keeping some of Britain’s most loved places open for the people who love them. Managing that income, with around 1,200 cases open at any one time, demands a system that can carry the weight. FirstClass has been doing exactly that since the Trust was among the early adopters of FirstClass 2, growing alongside the product through successive versions. Jenny Alexander, who heads up legacy administration, leads a dedicated team, and among them is Kim Miles, a legacy officer who has been with the Trust for twenty-five years, using FirstClass for ten of those. Between them, the team brings years of FirstClass experience, whether at the Trust or across previous organisations, and a perspective on the system that is both broad and forensically detailed. Every Part of It Ask Jenny and Kim how they use FirstClass and the answer is straightforward: completely. Keywords for rapid searching, automation on reviews linked to case history and income, and custom reports built to their own specifications. Over two decades, the Trust has worked its way into every corner of the system, consistently looking for ways to make a complex operation run more smoothly.