Service desk
A real ticket system, not an inbox that swallows requests
Log a ticket in under a minute, get a reference immediately, then track every engineer update against published response targets. Same workflow whether the issue is a server, a website, a phone system or a security alert.
Raise a ticket
Incidents, service requests, changes, hosting problems, phone routing or billing. Choose a priority and we will confirm it at triage.
Open a new ticketTrack a ticket
Enter your reference and email address to see the current status, the full history and to add an update for the engineer working it.
Check ticket statusCritical right now?
Outage, ransomware, data loss or a suspected breach: phone the NOC/SOC first so an on-call engineer is engaged, then log the ticket for the written record.
Call NOC/SOC 1300 130 514How a ticket moves through the desk
1. Log
Submit the ticket with impact, priority and environment detail. You get a reference such as MGS-2026-K4T9QP within seconds, by email and on screen.
2. Triage & route
The desk confirms impact, sets the priority against our published targets and routes it to the engineer or brand queue that owns the platform.
3. Work & update
Every action is recorded on the ticket. You can add updates, attach detail and see each engineer response in the portal at any hour.
4. Resolve & review
We record the cause, the fix and the follow-up action, then confirm closure with you. Recurring root causes surface in monthly reporting.
Priorities and response targets
You choose an initial priority when you log the ticket. The desk confirms it at triage and tells you if it changes, so expectations are never implied.
P1 — Critical
Business stopped, outage, suspected breach or data loss.
Response within 30 minutes, 24/7
P2 — High
Major function degraded, or a user cannot work with no workaround.
Response within 2 business hours
P3 — Standard
Workaround available, or a single-user productivity issue.
Response within 1 business day
P4 — Scheduled
Change request, onboarding, provisioning or planned work.
Scheduled by agreement, typically within 5 business days
Every status, explained
No opaque queue codes. Each state tells you exactly who the ticket is waiting on.
New
Logged and queued for triage.
In triage
An engineer is confirming impact and scope.
In progress
Actively being worked by an engineer.
Awaiting you
We need information or approval from you.
Scheduled
Booked in as change-managed work.
Resolved
Fixed and awaiting your confirmation.
Closed
Confirmed complete with the cause recorded.
Need someone on your screen?
Start an encrypted remote session, or email [email protected] and a ticket is created for you automatically.
Remote supportWant this desk running your environment?
Managed clients get named engineers, monitoring that opens tickets before staff notice, and monthly reporting on volumes and root causes.