When raising a help request on the GMS Help Portal the application is designed to always respond to the email address provided in the online form. Unfortunately, if you respond back to the query using a different email address then our system will not recognise the response and therefore will not update the original query. This could potentially cause an issue or a delay when responding back to the GMS Service Desk team on your open queries.
To avoid this problem, please double check the email address you are using when responding back on any queries. The easiest way to check this would be to see what email address you are using in the ‘from’ field, to ensure this matches the one you used on the original help request online form. In some circumstances, you may have multiple email accounts or email addresses which could change this setting when replying.
If for any reason you think you have not had a response on an open query, please use our online form to contact us again with the original reference number so the GMS Service Desk can investigate.