The preferred way of creating new service tickets and updating existing tickets.
Email our support team with details of your non-urgent issue. Include plenty of detail and screenshots for a faster resolution.
Australia: 1300 554 138
New Zealand: 09 280 4516
If requested, click on the button to grant remote control access to our technician.
1. Automatic Acknowledgment
You will receive an emailed acknowledgment that your request has been received and logged.
2. New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal
3. Ticket Triage
Your ticket will be assessed on criteria including urgency and impact and assigned to the appropriate resource.
4. Contact
You will receive an email or a phone call from the assigned resource as they work on your issue.
5. Automatic Updates
Our system will automatically update you via email as your ticket progresses through to resolution.
1. Ticket Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
2. Ticket Un-related Responses
If you have to notify us of an un-related problem, please create a fresh email to help@grassrootsit.com.au and do NOT reply to an existing case or ticket email.
Grassroots IT is a managed service provider, specialising in Microsoft solutions. Our extensive IT expertise stems from our experience in collaborating with diverse clients across an array of industries and organisational levels.
