Our partnership doesn’t end once your system or product is launched. We offer ongoing support through training, documentation, support team, help desk, and maintenance arrangements. System enhancements and upgrades are all part of the partnership as we seek to evolve and grow with your business.

How to get fast and reliable support from the Meshed Group Service Desk?

Log a Ticket

When you contact Meshed Group for support for Meshed Group Platforms, we call this logging a ticket. It’s a techie term, but these ‘ticket numbers’ help us keep track of your request for support, and how our staff are following your request up. What can tickets be used for? Basically every request you want us to respond to...

• How to questions

• Incidents and issues

• Requests for additional service or products i.e. customisation, add another module

• Compliments and complaints

How the Process Works

1. Send an email to the following addresses: support@meshedgroup.com.au

2. In the subject line of the email put your ‘Company Name’ and the summary of your request e.g. ACME College – Report not Working.

3. In the email content provide a short description of your request, try to identify the area clearly i.e. use the Tab Keys (Head Navigation) and Sub Areas (Sub Navigation) to point our support team to the right area i.e. I am currently having trouble running a report: Report Section; Report Title: Student Attendance list by class. When I click to view the report it is taking too long to load.

4. We also recommend including screen shots* in your email body. The quicker we understand your need, the faster we can respond and provide a resolution.

* The key or function on most PCs and laptops to print a screen and save it. We also like a program called Snagit - to capture image and videos of your screen.

Here is an example of an email to log a ticket.

Following up Tickets...

1. Once you have logged a ticket to our Service Desk, your ticket will be sent to our ‘Service Desk Co-ordinators’.

2. The ‘Service Desk Co-ordinator’ will assign the ticket to a support staff member. (Maximum time: two hours).

3. The support team will tend to your request and aim to respond and provide any resolution within 24 business hours.

4. The support team will contact you via email or phone if additional documentation or further clarification is required. While we work on your ticket it is classified as pending.

5. Once our support team has resolved your request you will receive an email from our Service Desk to inform you your ticket has been resolved.

a. If you agree, respond to the email to say you are happy with the outcome. The ticket will be classified as solved.

b. If you do not agree, respond to email with further requests for help. The ticket will remain as pending until you are completely happy with the outcome of your request.

6. Once you ‘sign-off ’ on the resolution, you will receive an email saying your ticket is closed.

7. Some tickets take a little extra time to resolve i.e. if we need to customise some work, or undertake further analysis. In this case we will send an email to keep you informed of what’s happening with your ticket, and what work’s been done.

8. If we send an email and don’t hear back from you within 48 hours, the support team will send a follow up email. We will send two follow up emails after this and, if we do not hear back from you the ticket will be marked as solved/closed.

We understand it can be frustrating when you are having problems, or want to know how to use the system better. This ticket system ensures that every request you make is recorded and followed up in a timely fashion. We also promise to pick up the phone and call you, just log the ticket first so we can track your request.

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