Ascora Support
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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 6:30 PM Perth time (AWST).

Below are the corresponding times for other Australian states:

      • Sydney, Melbourne, Canberra (AEDT): 9:30 AM to 9:30 PM
      • Brisbane (AEST): 8:30 AM to 8:30 PM
      • Adelaide (ACDT): 9:00 AM to 9:00 PM
      • Darwin (ACST): 8:00 AM to 8:00 PM
      • Hobart (AEDT): 9:30 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.
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