> ## Documentation Index
> Fetch the complete documentation index at: https://support.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting support

> How to reach us, raise a ticket that gets resolved faster, and what to expect.

<Check>
  Before lodging a support ticket, please search the Support Centre Documentation, then try our AI powered search. If neither of these methods answer your question, go ahead and lodge a ticket.
</Check>

# How to raise a support ticket

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

## Start your subject line with the priority status

In the email, start your subject line with the priority status in square brackets, so we can triage it the moment it lands.

```text theme={null}
[Priority Status] Short description
```

Refer to the guide below to select the priority that best reflects the impact of your issue. Once received, our Support team will also triage your ticket and confirm whether the correct priority has been applied, adjusting it if necessary.

<Warning>
  **Don't over flag.** Reserve **\[Urgent]** for genuinely business-critical issues, so our fastest response stays free for those that need it
</Warning>

## 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.

| Priority   | Use it when                                                                                                                 |
| :--------- | :-------------------------------------------------------------------------------------------------------------------------- |
| **Urgent** | Business-critical and cannot wait. A delay would impact client services, compliance or payroll, and there is no workaround. |
| **High**   | The system works but there is significant disruption and no stable workaround.                                              |
| **Medium** | Moderate to low disruption, or an issue with a stable workaround available.                                                 |
| **Low**    | Low time-sensitivity, such as general questions.                                                                            |

## Do

<Card title="Do" type="tip">
  **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.
</Card>

## Don't

<Card title="Don't" type="danger">
  * **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.
</Card>

<Warning>
  **Important note:** If your ticket does not include the required information outlined above, our Tier 1 team will contact you to request further details before the investigation can begin. Forwarded email chains, incomplete descriptions or missing supporting information can delay the process, as our team cannot effectively assess or investigate the issue without the right context. Providing complete information from the outset helps us respond and progress your request as quickly as possible.
</Warning>

## What happens after you raise a ticket

<Steps>
  <Step title="Logged and reviewed">
    Your request is logged and reviewed by our intake consultant.
  </Step>

  <Step title="Assigned">
    It is assigned to the right person to investigate.
  </Step>

  <Step title="We keep in touch">
    We keep in touch by email as we work on it.
  </Step>

  <Step title="Reply to add more">
    If you have more to add, reply on the same thread so everything stays together.
  </Step>
</Steps>

## Our support hours

| Channel           | Hours                                                                           |
| :---------------- | :------------------------------------------------------------------------------ |
| **Email support** | Monday to Friday, 8:30am to 5pm (AEST)                                          |
| **Phone support** | Monday to Friday, 9am to 4pm (AEST) · 1300 267 568                              |
| **Weekends**      | Urgent business issues only, monitored Saturday and Sunday 8:30am to 5pm (AEST) |

***

**Quick reference**

* Need support? Email [**support@visualcare.com.au**](mailto: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**.