Changes to the way you contact Help Desk

We've updated the way you contact us so we can service you better

by Infocouncil Team | 14th April 2023 | General News

We have recognised there is a growing need for us to update the way in which we answer enquiries to our Help Desk.

We recently implemented a change in our internal process whereby we can triage enquiries to ensure that those more urgent are being prioritised. Because of this, we ask you to follow the guidelines below when it comes to contacting our Help Desk for assistance:

1. If your issue is business critical

If you have an urgent issue regarding the business document you’re working on that requires our attention today, please call our Help Desk on +61 2 9496 9500 and listen carefully to the prompts. We will answer your call as soon as possible and diagnose the issue with you over the phone to ensure your work can continue unhindered.

If in the case that you are unable to call us or if our number is busy, please navigate to our website to lodge a ticket with our expert staff here: https://www.infocouncil.com.au/infocounciluser by completing the ‘Speak with a Support Specialist’ webform. Alternatively, you can also lodge a ticket by emailing support@infocouncil.com.au or by clicking on ‘Help’ in your Infocouncil application.

Important: for your matter to be addressed urgently, please ensure that the subject line of your email begins with “URGENT: …” and be sure to give us an indication of how urgently you need us to call in the body of your email. This information will assist us in calling those most urgent matters back as a priority.

2. If your issue is not business critical

If you need our assistance with something that could wait 2 days or more, please navigate to our website to lodge a ticket with our staff here: https://www.infocouncil.com.au/infocounciluser by completing the ‘Speak with a Support Specialist’ webform. Alternatively, you can also lodge a ticket by emailing support@infocouncil.com.au. An indication of when you would like us to contact you would also be helpful in this instance.

We also have some plans in the works to update the phone recordings featured on our phone system to better direct calls to the most suitable staff members, resulting in better service to our customers. Please be aware that this is due to occur in the following weeks and we would appreciate any and all feedback on the changes by emailing hello@infocouncil.com.au.