How to best communicate and effectively work with Agileware Support
Who can request support?
Only registered users can request support. Requests received by non-registered users are held for approval and this results in a delay to their request being actioned.
If you have new staff / users joining your organisation that need to request support then please let us know prior by providing each their email addresses and names using a support request.
We can add register each user and add them to your organisation in our system, which then allows them to access all the service requests associated with your organisation.
How to request support?
To request support, you can either email support@agileware.com.au or use the Agileware Service Desk, https://servicedesk.agileware.com.au/
Support requests
When you create a support request, you will receive an automated reply which provides guidance on the type of information we need from you. Please read this information, do not ignore it and respond with follow-up information if required. If the right information is provided initially, the problem will be resolved faster.
The majority of support requests that we receive lack enough detail to be actioned on first read and require a follow-up query to the reporter. This delays the process of resolving the request.
Agileware Service Desk
You can login to our Service Desk, https://servicedesk.agileware.com.au at any time to view all the communications between Agileware and you, your organisation. This is also where we have training resources available for CiviCRM, documentation and post important announcements. We recommend and prefer that you use this method to communicate with us as it’s more secure than email and easier to keep track of.
Service requests
We use service requests to track support, projects, quotes and other enquiries. All are visible in our Service Desk. Each service request has a unique identifier which is included in the subject line, for example: H113521 or H111732
If you do choose to email us, please keep the service request identifier in the subject line. This will ensure that your comments are appended to the correct service request. If you email us and there is no service request identifier in the subject line, then a new service request is created (for new issues, that’s ok). This can be problematic as it breaks the line of communication. So as much as possible we try to keep everything together, but referring back to the relevant service request. When all the information is kept together, both parties can see the entire discussion.
Our goal is to ensure that you receive both timely and the correct information. You can help us achieve this goal by following the above.
Emailing and CC, BCC
Our Service Desk will ignore any emails which have been sent CC or BCC to it. So best not to do that - they will not be visible to us at all.
Forwarding email threads
Please refrain from forwarding us email threads, without first providing a clear summary of the action required. Something more than just: “Please action”, “For your review” or the recurring classic “Fix!”.
Call us for urgent issues
If it’s urgent, then yes, create a support request and then call us. Adding “ASAP” to the subject line or summary does not actually make any difference. Calling us gets a more immediate response.
Keeping everyone in the loop
Each service request may have more than one participant involved. The Service Desk sends each participant an individual email and does not show any CC on the email. You can see who the participants are for each service request in the Service Desk. This is good to know, because customers do find this confusing and end up forwarding emails to their colleagues who have already received the individual email. It also means that all the information you provide will be shared with other participants, worth keeping in mind.