Follow these simple steps to log a request for services or support with our consulting team.

You can log a request for services or support by email or by logging into our online Ibis Customer Care Centre. All requests submitted by email will also be logged as a ticket in our Customer Care Centre. Our online Customer Care Centre includes an online Knowledgebase, online Tickets, and a toll free Support Line.

Our support team is based throughout Australia and New Zealand, so our online Customer Care Centre ensures that your query is logged as a ticket in our system for the first available consultant to respond to you by phone or email, irrespective of where they are located.

1. Check the Self Help Resources for a Solution

Search our Knowledgebase and previous Tickets for a solution. Our Knowledgebase contains information about many types of queries. You can search our Self Help Resources for a resolution to your query immediately at any time, without having to speak to a human.

2. Gather the Information We Need to Resolve Your Request

It is important that you gather and provide adequate information for us to be able to respond to your request as quickly and efficiently as possible.

  • Provide references to records so we can refer to those that relate to your query.
  • Provide us with details of what you were doing and what happened when the problem occurred.
  • Provide us with any screenshots, reports or other files that are applicable.

3. Submit a Ticket

Submit your request to us by email which will log a ticket in our online Customer Care Centre. You can also submit a ticket by logging in to our online Customer Care Centre.

Our consulting team are immediately notified of your ticket by email and the first available consultant will contact you as soon as possible.

You can track the status of your open tickets, or lookup previous tickets by logging into our online Customer Care Centre. To update an existing ticket, you can login to the Customer Care Centre, or reply to the email you received from the Customer Care Centre.

If your request is urgent please also phone and/or text us after you have submitted your ticket.

4. Support Line

So we can track and respond to your requests efficiently you should submit a Ticket to our Customer Care Centre before phoning us for support. The support team may not always be available immediately to take calls but your voicemail will be automatically emailed to them.

Australia: 1800 424 767 (IBISOS)

New Zealand: 0800 424 767 (IBISOS)

5. A Consultant will Contact You

After you submit a ticket you will receive an email acknowledging that your request has been received and is logged as a ticket in our Customer Care Centre.

We will often phone you to work through your request with you online via TeamViewer. If you don’t have TeamViewer we can provide you with our Ibis TeamViewer QuickSupport app.

Click here to download our TeamViewer QuickSupport App

You can reply to any email about your ticket and it will email the consultant assigned to your ticket as well as add your reply to the ticket. You must ensure that the Ticket ID remains in the subject line of your email.

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Australia: 1800 427 424 | New Zealand: 0800 427 424

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