TPH’s Customer Services runs a service desk for all requests from our customers. If you need to request assistance from us, we require a ticket to be created in our Ticketing Portal.
Please lodge a ticket for every request so we can assign your issue to the first available resource. There are 2 ways in which you can lodge a ticket for Customer Services. You only need to use one of these methods for us to receive and work on your ticket, these methods are:
The Customer Services Portal (preferred) | Sending an email (non-preferred) |
|---|---|
You can open the IT Operations portal here: https://tphglobal.atlassian.net/servicedesk/customer/portal/3 This portal enables you to raise a request with great information for us to use for assignment and prioritisation of tasks. This is the preferred way for you to raise your tickets | You may also send an email: @todo set the email up This will create a ticket in our queue, but will not add any detail regarding the type of request or suggested priority. Therefore, we'd prefer you use the portal, where you can. |
Regular Operating Hours
Our regular support hours are as below:
Monday to Friday, 9am to 5:30pm - AEST/AEDT
Monday to Friday, 9am to 5:30pm - GMT/BST
Lodge a ticket any time of the day and we'll rinse it through our priority system. We'll work on issues on a first come, first serve basis, unless there is an inherent business priority that overrides this.
Priority Issues Support
Customer Services does operate a hotline, for priority issues. For incidents you deem meet the criterion of Severity 1, you may call the following numbers, however we still kindly ask that you lodge a ticket before calling:
AU - @todo what’s the number
UK - @todo what’s the number