You should have received an email from us with regards to the migration of our ticketing system platform. If you haven't read it yet, the noticed is summarised below and contains information about how to access your tickets once our migration is complete.
The way we support you is changing, please read this notice as it contains important information about changes occurring this weekend.
This is just a quick notice to let you know we'll be migrating our ticketing support centre to a new version of the platform tonight (Saturday 23rd Nov), from around 7PM (Brisbane AEST) through to mid-Sunday, 23rd November.
As we're migrating to a completely new system, a few things will change. These are as follows:
- You will still be able to access the support centre by visiting https://support.telair.com.au. The password you use to login to the system, however, must be reset for security purposes. Before you try to login to the support centre from Sunday (after 10AM Brisbane AEST), please use the 'Forgot Password' link to reset the password.
- Your existing ticket numbers will change - the tickets will still appear in the support centre after the migration, but they will have new ticket numbers. The new system will retain the existing ticket number information in the backend, so we'll be able to search these for you manually if required.
- IMPORTANT: If you submit a ticket or email any of our email addresses from 7PM Saturday to 10AM Sunday, these may be placed on hold and migrated the following day. Please try to abstain from emailing us/lodging a ticket during this time period as there may be a delay with our response.
- We will be migrating your resolved tickets to the new system as well, however, you will not be able to re-open these once the migration is complete. Feel free to submit a new ticket and reference the old ticket number should this be required for any reason.
We understand changes like this can sometimes be confusing or inconvenient, but we thank you for your patience and are doing this to ensure we can provide better service and support for all of our customers from now and into the future.