The Tactiv Help Desk strives to deliver the best client support for each and every request. To help you understand more about our support system and processes read on for more information.
To ensure the utmost client service and fast resolution, every request is carefully reviewed by our help desk staff, logged with a unique identification number and reported back to the client by 5pm the next business day.
The unique identification number is very important as it is the primary means by which we track, record and manage each client’s issues or requests. It is also important for clients should they make an inquiry about their case.
The Help desk process:
When an issue or request is logged, the following steps are taken:
All issues are analysed in Enquire’s test environment. As soon as they are reconstructed and prove repeatable system development updates can be done.
These updates are then tested and moved to our live environment for further testing by our analysts. Whenever possible updates to Enquire take place outside of business hours, to avoid any potential impacts on our clients.
Enquire’s Help desk is always happy to hear from our clients. We are available to clients Monday-Friday from 9am to 5pm AEST.
The NSW Office of Emergency Management utilises Enquire to manage their competitive grants program using both the Management Portal and the Client Portal to seamlessly connect grant applications through external assessors, to contract award and acquittal processes.
Wine Australia supports a prosperous Australian grape and wine community. Enquire provides Wine Australia with a grants management system that supports online applications and assessment.
The New Zealand Ministry of Foreign Affairs and Trade uses Enquire to manage their $2.2 billion International Aid Programme. With a Portfolio/Project approach the Ministry can manage all their program and contracts worldwide.
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