Every channel below lands in the same service desk queue, with the same engineers picking it up. Use whichever is easiest at the time.
Ways to contact the service desk
- Email support@synfo.com.au. A ticket is created automatically and you get a reply with your reference number. For most things this is the fastest option.
- The synfo agent. If your device is managed by synfo, right-click the synfo agent in your system tray and choose Request Support. Your device and user details are attached automatically.
- Phone 1300 079 636. Best for things that are genuinely urgent: an outage, a suspected security incident, or when you can't get to email or the agent.
- Client Portal. Sign in to the Client Portal (the button at the top right of every page) to check your open tickets, their priority and current status.
If you think your account or device has been compromised, phone 1300 079 636. Don't rely on email alone for a security incident.
What to include
To help an engineer get started straight away, include:
- A clear description: what you were trying to do, what happened instead, and when it started.
- A screenshot of any error message. See take a screenshot for your ticket.
- Your best contact number.
- Your site or office, if your organisation has more than one.
After you've logged it
You'll get an email with your ticket number. To add more detail, reply to that email and keep the ticket number in the subject line, rather than starting a new email. Quote the number if you call, so we can go straight to the history.
Hours
The service desk runs 8:30am to 5:30pm, Monday to Friday (Australian Eastern Time). Tickets logged outside those hours are picked up the next business day, while our NOC keeps monitoring your infrastructure around the clock. More detail is in service desk hours and priorities, on the existing client page and the Service Desk & NOC page.
Still stuck?
If you can't reach email or the agent, call 1300 079 636 and we'll log the ticket for you.