Sustainability Victoria is introducing a new help desk system to manage technical support requests submitted through the online technical support contact form and sent by email to [email protected].

As of 12:00pm on Thursday 10 November 2016, all FirstRate5 technical support requests received will be managed through Freshdesk.

By submitting a request for technical support through the online technical support contact form or by sending an email to [email protected], users agree to the terms of Freshdesk’s Privacy Policy.

Please note that this change will not result in any changes for FirstRate5 users. Users will continue to submit technical support requests in the usual manner (i.e. through the contact form or by email) and these requests will automatically be forwarded into the new help desk system.

After submitting a technical support request, users will automatically receive an acknowledgement email with a reference number in the subject line. Users should communicate by simply replying to the email thread to ensure all correspondence is associated with the initial technical support request.

To help Sustainability Victoria resolve help desk tickets as quickly as possible, we ask that users observe the following practices when submitting a technical support request. 

• Use the online contact form - The best way to submit a request for technical support is via the contact form on the FirstRate5 website after you have logged into your online account. Using the online contact form ensures critical information (e.g. software version information) is gathered at the start of your query.
• Submit separate requests for each issue - It is best if users only include one issue per request. Doing so means that issues of different complexity are not combined in a single request and Sustainability Victoria is able to resolve and close each individual request as quickly as possible.
• Don’t submit a new request by replying to an old email – The help desk system works most effectively if users submit a new request (preferably through the contact form) for each issue instead of raising a new issue by replying to an old email thread. Submitting a new request will ensure that a unique help desk ticket is created for each technical support request instead of an old ticket being re-opened.