More likely than not you have at least one device that might require IT support from time to time. As a valued customer of ITFR you have access to various channels to request IT support and help from one of our experts.
1. Creating a Ticket
The fastest way to request IT support, is by creating a ticket with us is through the ITFR Icon located on the right-hand side of your taskbar.
(Mac: Top Taskbar, Windows: Bottom Taskbar)
- Right-click on the icon and click on “Create Ticket”.
- You will see a pop-up form as shown below.
- Fill in the form with as many details as possible and click on “Send Request”.
This must be done from the device you are having issues with to avoid misdiagnosing your issue.
PS: if your support request relates to an error message or if there is anything you’d like to show us from your screen, tick the checkbox “include an image of my screen” and our next issue-suited technicians will receive your request and contact you as soon as possible.
2. Emailing our HelpDesk
The 2nd fastest way to seek IT support is to email:
For AU Clients: help@itfr.com.au
For NZ Clients: help@itfr.co.nz
.
This creates a Ticket within our helpdesk queue for us to get started on.
You will receive a reply within pre-agreed response times letting you know we have it and we started working on it.
** Please make sure the subject line and body are accurately descriptive to ensure the quickest resolution time.
(e.g. “Setup Email Account/PC user for Adam” ” Adam Starts on the ….and needs access to the following….)
(e.g. “Email account compromised” “I logged in on a device that I’m not sure is secure…)
3. Telephone
If your request is urgent, explaining it through ticket is complicated or you would like to talk to us, simply give us a call on: For AU Clients: 1300 28 15 48 (option 1)
For NZ Clients: 0800 28 15 48 (option 1).
4. Live Chat
Another way to request IT support is by creating a ticket with us is through the ITFR Icon located on the right-hand side of your taskbar. This must be done from the device you are having issues with.
(Mac: Top Taskbar, Windows: Bottom Taskbar)
- Right-click on the icon and click on “Live Chat”.
- You will see a pop-up form as shown below.
5. Client Portal (MSA Clients Only)
You can also visit your ITFR client portal (We are migrating our clients to our new portal: https://portal.itfirstresponder.com/ TBC: 28 Sep 2022) to manage and/or create a Ticket or add notes to an existing Ticket.
You can also see all your other open Tickets with us in here (and if you’re the Primary IT Contact at your business, you can see everyone else’s on your team as well).
If you don’t have login details – just shoot us an email on your help@ or call us nd we’ll get you up and running.
PLEASE NOTE: Calling our personal mobile phones and/or emailing us to our personal emails may result unnecessary delay or result in no response to your support request.