Existing synfo clients raise tickets by email or through the synfo agent in your system tray. Both drop straight into our service desk queue and get a synfo engineer assigned. Logging a ticket is faster than calling, and it keeps everything documented for next time.
All three land in the same service desk queue, with the same engineers picking them up. Pick whichever's easiest at the time.
The fastest way for most things. support@synfo.com.au auto-generates a ticket and sends you a reference number. Include a clear description, screenshots, your best contact number and your site location.
Right-click the synfo agent in your system tray and choose Request Support. Logs a ticket with your device and user context already attached, which often shortcuts the back-and-forth.
The service desk DDI is (03) 8740 7000. Best for things that are genuinely time-sensitive, like an outage, a suspected security incident, or when you can't reach email or the agent.
The more context up front, the less back-and-forth before an engineer can actually start working on it. None of these are mandatory, but they speed things along.
What were you trying to do, what happened instead, when it started. One paragraph is plenty.
Any error message, dialog box or unexpected screen. Worth a thousand "the thing didn't work" descriptions.
So an engineer can call back without having to chase down your mobile if email's not enough.
Especially handy for multi-site clients. Tells us which network, which engineer's already onsite this week, and what's nearby.
Four steps. Mostly automated at the front, mostly human in the middle and at the end.
You email, right-click the agent, or call. A ticket is created automatically and you get an auto-response with the reference number.
The dispatcher triages by impact and urgency, then routes to the right engineer. To honour the SLAs in your agreement, tickets are prioritised by severity and organisational impact.
The assigned engineer gets in touch to discuss. If needed, they'll remote into your device to diagnose and fix. They may ask for more detail along the way.
The engineer closes the ticket once the issue is sorted. You get a confirmation email and a chance to rate the experience. Feedback is read by a real person.
Ticket resolution is collaborative. Quick replies on the ticket help us keep it active and moving.
The service desk runs in business hours. Your infrastructure is watched 24/7 by our NOC underneath.
Within a minute of emailing us you'll get a confirmation like this one. Here's a real example, filled in with a sample request, and what each part is for.
Hi Sarah,
Thanks for getting in touch. We've logged a service ticket for Acme Legal and our team will be on it as soon as possible. To keep everything in one place, please keep #T20260927.0042 in the subject line when you reply.
No portal access yet? Just reply to this email and we'll set you up.
Kind regards,
The synfo Support Team
Just hit reply. Anything you type above this line is added to the ticket and the engineer is notified, so there's no need to start a new email.
Your reference for this issue. Keep it in the subject line when replying, and quote it if you call, so we can go straight to the history.
The title and description come straight from your email. Check they're right: a clear description with screenshots, contact number and location is what gets you a fast fix.
See the status, priority and every update in the Client Portal. No login yet? Reply and we'll set you up.
Every update we send includes the whole conversation, newest first, so you never have to dig through old emails for context.
Priority is set by the dispatcher based on business impact and urgency, and your response targets are agreed in your service agreement. See the full priority matrix & SLA targets →
If a ticket isn't progressing the way you need it to, or if you'd rather find the answer yourself before logging anything.
Reply to the ticket asking for escalation, or call your account manager directly. If you're not sure who that is, send an email with "escalation" in the subject and the service manager will pick it up.
Often the answer's already documented, or it's an issue with a cloud platform we don't run. These three places are worth a quick check before logging a ticket.
Three live resources. All free to use, no login required.
Guides and how-tos for the things our service desk gets asked most often. Password resets, mailbox quotas, Teams etiquette, MFA enrolment.
Browse the knowledge baseLive health for Microsoft 365, Azure, our NOC, your connectivity providers and the major cloud platforms. Check here before assuming it's just you.
Check live statusLive cyber advisories, CVE intel and vendor research. Worth a glance when something feels off, or when the news mentions an exploit and you're not sure if it applies.
Open Threat IntelEmail support@synfo.com.au. A ticket is logged automatically and you'll get an auto-response with the reference number. The synfo agent in your system tray (right-click → Request Support) does the same thing if you can't get to email.
Call the service desk on (03) 8740 7000 for issues that are genuinely urgent and time-sensitive, such as outages, suspected security incidents, or when you can't reach email or the agent. For everything else, email keeps the audit trail cleaner and gets you into the queue faster.
A clear description of the issue, a screenshot or two if relevant, the best contact number to reach you, and your site or office location. The more context up front, the less back-and-forth before an engineer can help.
The ticket is triaged by impact and urgency, then assigned to an engineer. They'll be in touch to discuss, and may need to remotely connect to your device to diagnose. Once resolved, the ticket is closed and you'll receive a confirmation email with a chance to rate the experience.
The service desk runs 8:30am to 5:30pm Monday to Friday AEST. Our NOC monitors your infrastructure 24/7 underneath, with on-call engineers paged for critical infrastructure alerts. For after-hours human support outside that, talk to your account manager about an extended-hours arrangement.
Reply on the ticket asking for escalation, or call your account manager directly. If you don't know who that is, email support@synfo.com.au with "escalation" in the subject line and the service manager will pick it up.
Yes, log in to the Client Portal (top right of any page) to see your active tickets, their priority and current status. You'll also get email updates whenever an engineer posts a note or changes the status.
Manage your tickets, view reports and access your IT documentation, all in one place.
Continue to the Client Portal