How To Request Service & Support

Follow these simple steps to submit a request for service or support to our team of consultants.

Online Customer Care Centre

Follow these simple steps to log a request for services or support with our team of consultants by email or by logging into our online Customer Care Centre. All requests submitted by email will be logged as a Ticket in our online 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 the first available consultant to can 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 your previous Tickets for a solution. You can search our Self Help Resources for a resolution to your query immediately at any time, without having to speak to a human.

Click here  to login to our Online FAQ Knowledgebase at

2. Gather the Information We Need to Respond To 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 request.
  • Provide us with details of what you were doing and what happened when the problem occurred.
  • Provide us with any screen shots, 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 support ticket by logging in to our online Customer Care Centre.

Click here  to submit a support ticket by email to

Click here  to submit a support ticket by logging in to our Online Support Centre at

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 online Customer Care Centre, or reply to the email you received.

If your request is urgent please also phone us after you have submitted your ticket.

4. Toll Free 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 services or support. The team of consultants 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 in our online Customer Care Centre.

We will often phone you to work through your ticket 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 in the Customer Care Centre. You must ensure that the Ticket ID remains in the subject line of your email.

Ibis Customer Care Centre Registration

The Ibis Customer Care Centre is available to registered clients who have an agreement with us. If you are interested in registering for the Ibis Cutomer Care Centre, please contact us for details using the Quick Enquiry on this page