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How do I contact the Enquire Help Desk?
The Enquire Help Desk team is available to clients Monday - Friday, 9am - 5pm AEST. You can contact the Enquire Help Desk via:
What happens when I contact the Enquire Help Desk?
When you contact the Enquire Help Desk, your request is entered into our help Desk ticketing system for management and tracking, carefully reviewed by our Help Desk staff and reported back to you by 5pm on the next business day.
When an issue or request is logged, the following steps are taken:
- If the issue can be replicated and fixed straight away, the client is informed and the issue is closed.
- If Help Desk staff are not able to replicate the reported issue, the client is required to provide further information. For example: project number, a screen shot of the issue, browser used, version number etc.
- If the issue can be replicated and needs attention of an Enquire analyst, the issue is logged with an analyst who tries to resolve the issue as soon as possible. Help Desk staff keep clients informed and up-to-date on progress.
- If the issue requires further investigation, Enquire analysts will provide details on a timeframe and possible actions to resolve an issue as soon as possible. Again Help Desk staff keep clients informed of progress, and if any attention or more information is required from the client.
- All issues are analysed in Enquire’s test environment. As soon as they are reconstructed and prove repeatable, system development updates can be done. These updates are then tested and moved to our live environment for further testing by our analysts. Whenever possible updates to Enquire take place outside of business hours, to avoid any potential impacts on our clients.