Contacting Ascora Support

1. Contacting via Email

• Support Email: support@ascora.com.au
• Include the following in your email for faster assistance:
  • A clear and concise subject line (e.g., "Issue with Timesheet Integration").
  • Provide the Job, Quote, Invoice or reference number 
  • A detailed description of the issue or question.
  • Screenshots or error messages, if applicable.
  • The name and email of the affected user, if relevant.
  • Steps to reproduce the issue.

When contacting Ascora Support, always provide one of the following (if applicable) to help the team quickly identify and address your issue:

• Job Number
• Quote Number
• Invoice Number
• Reference Number

Including this information will expedite the troubleshooting process and ensure a more efficient resolution.

2. Contacting via Your Ascora Account

1. Navigate to the Top Bar:
   Log into your Ascora system and locate the Submit Support Request option in the top bar.

2. Click "Submit Support Request":
   This will open a form for submitting your ticket.

3. Include the Following Details for Faster Assistance:

   • Subject Line: Write a clear and concise subject (e.g., "Issue with Timesheet Integration").
   • Reference Numbers: Always provide one of the following if applicable:
     • Job Number
     • Quote Number
     • Invoice Number
     • Reference Number
   • Description: Provide a detailed explanation of the issue or question.
   • Screenshots or Error Messages: Attach these if they are relevant to the issue.
   • User Information: Include the name and email address of the affected user, if relevant.
   • Steps to Reproduce: Clearly outline the steps that led to the issue.

Providing this information will help Ascora Support quickly identify and resolve your issue, ensuring a smoother and more efficient process.

3. Contacting via Phone

• Support Line: 1300 810 789
• When calling:
  • Press option 2 for support.
  • Be prepared to provide your account details.
  • Make sure to state your company name.
  • Clearly describe the issue or question you need help with.
  • Note that phone support hours are typically
  • Note that phone support hours are typically 6:30 AM to 4:30 PM Perth time (AWST).

Below are the corresponding times for other Australian states and New Zealand:

• • • Sydney, Melbourne, Canberra (AEDT): 9:30 AM to 7:30 PM
    • Brisbane (AEST): 8:30 AM to 6:30 PM
    • Adelaide (ACDT): 9:00 AM to 7:00 PM
    • Darwin (ACST): 8:00 AM to 6:00 PM
    • Hobart (AEDT): 9:30 AM to 7:30 PM
    • Auckland, Wellington (NZDT): 11:30 AM to 9:30 PM

4. Submitting a Support Ticket

• Access the Ascora Help Center:
  • Navigate to Ascora Support Portal.
  • Log in using your account credentials.
  • Submit a ticket with the following details:
    • Problem category (e.g., General, Bug, Feature Request).
    • A detailed description and supporting files (screenshots, videos, etc.).
  • Monitor your email for updates and responses.

Remember: The more detailed information you provide, the faster we can resolve your case. Clear descriptions, screenshots, and relevant reference numbers help us assist you efficiently.

5. Using the Help Guides

• Visit the Help Center at Ascora Knowledge Base.
• Browse topics or use the search bar to find step-by-step guides.
• Use the information to troubleshoot minor issues independently.

6. Common Best Practices

• Ensure you’ve updated your Ascora platform to the latest version.
• Ensure you’ve updated your Ascora platform to the latest version
• Check if your issue is already addressed in the Help Guides.
• Gather all necessary details about the issue before contacting support to expedite the resolution process.