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How to raise a support ticket

The fastest way to reach us is email. Send your request to support@visualcare.com.au and our intake consultant will pick it up and assign it throughout the day.

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Start your subject line with the priority status

Start your subject line with the priority status in square brackets, so we can triage it the moment it lands.
Don’t over-flag. Reserve [Urgent] for genuinely business-critical issues, so our fastest response stays free for those that need it.

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How to choose your priority

Put one of these in square brackets at the start of your subject line. Not sure? Leave it out, we will confirm the priority when it arrives and adjust if needed.

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Do

Do

Include enough detail for us to reproduce it. The more you give us up front, the faster we can help, with less back and forth. Where you can, include:
  • Who is affected: a client, a worker, a user or a user group, and whether it is one person or many. Add names or references where you can.
  • What is happening: a clear description of the problem and what you were trying to do.
  • The steps you took leading up to the issue.
  • Any error messages: the exact wording, or a screenshot.
  • What you have already tried to fix it.
  • When it happened: the date and time. This matters for technical issues.
  • Screenshots, screen recordings and the active URL of the page you are on.
Also:
  • Tell us the priority status so we can triage.
  • Keep it to one issue per ticket.
  • Reply on the same thread to add information or check progress.

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Don’t

Don't

  • Don’t just forward an email chain. Raise a clear, self-contained request with the details above. A forwarded thread on its own is not enough for us to act on.
  • Don’t bundle several issues into one email. Send them separately. Bundled issues move at the pace of the slowest, and parts get missed. Send them separately
  • Don’t raise a new ticket for something already reported. Reply on the existing thread.
  • Don’t cc your CSM or other staff unless it is genuinely business-critical. If you cc your CSM on everything, their inbox fills up with routine requests, so the one that truly matters, where you actually need them to step in, can get missed. Keep it for the business-critical ones.
Forwarded email chains, or tickets with insufficient detail, will be returned to you and will delay resolution. The more complete your request is when it reaches us, the faster we can investigate and respond.

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What happens after you raise a ticket

1

Logged and reviewed

Your request is logged and reviewed by our intake consultant.
2

Assigned

It is assigned to the right person to investigate.
3

We keep in touch

We keep in touch by email as we work on it.
4

Reply to add more

If you have more to add, reply on the same thread so everything stays together.

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Our support hours

Quick reference
  • Need support? Email support@visualcare.com.au with [Priority Status] in the subject.
  • One issue per ticket. Reply on the same thread to chase or add, do not raise a new one.
  • Don’t just forward an email chain, raise a clear, self-contained request.
  • Do not cc your CSM unless it is business-critical.
  • Genuinely urgent? Call 1300 267 568.