Contacting Approved Systems
Over the years some clients have come to expect that a quick call will get them free, immediate help. Our Support Policy makes clear that support is a paid service; complimentary assistance is offered only when it’s spelled out in a signed agreement. Live, step‑by‑step phone troubleshooting is part of our Traditional Helpdesk Service – a separate package with its own dedicated number that’s available only to customers on a Helpdesk Contract. If you have not arranged for that level of service, calling the main support line will result in triage and ticket creation, not free real‑time coaching. This policy ensures that all billable work is handled fairly and that our engineers can maintain focus on contracted obligations. For timely assistance, please submit a support ticket. If your business requires live phone help on demand, talk to us about adding a Helpdesk Contract to your plan.
Email Support & Ticket Handling
Best Way to Get Help
To ensure all requests are tracked, prioritised, and handled efficiently, Approved Systems requires official support requests to be logged via our Helpdesk.
Raising a ticket allows our engineers and subject matter experts to assess, prioritise, and resolve issues accurately without interruption, ensuring the best possible outcome.
For the fastest and most effective support, please include as much detail as possible when submitting your request.
Official Support (Existing Customers):
👉 https://www.approvedsystems.com.au/helpdesk-ticket/
General Enquiries:
📧 info@approvedsystems.com.au
Support Email (Ticket Creation Only):
📧 helpdesk@approvedsystems.com.au
Emails sent to this address are logged into the helpdesk system and handled according to priority.
Phone Support & Call Handling
Structured & Efficient Call Triage
Our main support number is triaged by Sebastian, our AI receptionist. When you call, Sebastian collects the essential details and logs a ticket so your request enters our queue in the correct order. This ensures our engineers can stay focused on resolving active tickets without unscheduled interruptions.
Phone support is intended for general enquiries, new customer enquiries and sales discussions. If you’re an existing client seeking technical assistance, please raise a support ticket first; it’s still the fastest way to get your issue resolved.
Our phone team is available Monday to Friday, 9:00 am to 5:00 pm. After hours, calls are triaged for severity; only business‑critical emergencies are escalated if your contract includes after‑hours coverage.
New Customer / Service Enquiries
We have a Team to help assist you in New Service Deliveries and Onboarding with Approved Systems – Register Here
What the AI Assistant Can Do for you?
Describe Your Issue – Speak to Sebastian as you would to a person. Tell it what’s wrong, and it will ask for the key details (when it started, symptoms, business impact) and may offer simple checks. Once it has enough information, it logs a ticket so our technicians can pick it up in the right order.
Get Ticket Status or a Ticket List – If you want to know the progress of a job, just ask for the status of a specific ticket number or request a list of your open tickets. Sebastian will verify your identity with a quick SMS code before providing the details. This safeguards your information while still giving you visibility.
Create a Ticket – You can also ask Sebastian to raise a ticket directly. It will capture your name, contact number and a clear description of the issue, then email or SMS you the ticket number for reference.
Team Transfers – If your call isn’t a technical fault, say “sales,” “support,” “accounts” or “onsite support” and Sebastian will route you to the right team.
Request a Callback – Ask to schedule a callback and Sebastian will arrange a short 5–10 minute slot so a technician can return your call at a convenient time.
After‑Hours Escalation – Calls outside business hours are triaged for severity. For business‑critical emergencies, and only if your contract includes after‑hours support, Sebastian will connect you to the on‑call team; otherwise it logs your request for the next business day.
On Site Support
Approved Systems continues to offer onsite support for customers who need hands-on assistance at their business location. While our focus is remote and structured ticket-based support, we understand that some situations require an expert physically on-site, and we are able to provide this service where appropriate.
Our onsite support can assist with hardware repairs, network installations, server maintenance, system upgrades, and other technical challenges that benefit from an in-person presence. Our experienced technicians can work collaboratively with your team to troubleshoot, diagnose and resolve issues efficiently.
Onsite support is best suited to scheduled visits or contracted engagements. We are happy to discuss availability, response times and applicable travel charges so you can plan appropriately. For clients under a support agreement, priority is given based on the terms of that agreement.
Because onsite work requires coordination and travel time, it is not intended for unscheduled drop-in calls or ad-hoc requests. For the fastest and most cost-effective outcomes, please continue to raise issues through our ticketing system via the Support Portal. Logged tickets ensure work is properly prioritised and assigned, which leads to quicker overall resolution and better tracking of service outcomes.