Contacting Approved Systems
Email Support & Ticket Handling
Best Way to Get Help
To ensure all requests are tracked, prioritised, and handled efficiently, Approved Systems requires official support requests to be logged via our Helpdesk.
Raising a ticket allows our engineers and subject matter experts to assess, prioritise, and resolve issues accurately without interruption, ensuring the best possible outcome.
For the fastest and most effective support, please include as much detail as possible when submitting your request.
Official Support (Existing Customers):
👉 https://www.approvedsystems.com.au/helpdesk-ticket/
General Enquiries:
📧 info@approvedsystems.com.au
Support Email (Ticket Creation Only):
📧 helpdesk@approvedsystems.com.au
Emails sent to this address are logged into the helpdesk system and handled according to priority.
Phone Support & Call Handling
Structured & Efficient Call Triage
To deliver consistent, timely, and cost-effective service, Approved Systems uses an AI-assisted call triage system for incoming phone enquiries.
Our AI receptionist gathers the required information and ensures your request is correctly logged and routed. This enables our engineers and subject matter experts (SMEs) to remain focused on resolving active customer tickets rather than handling unscheduled interruptions.
Phone support is best suited for:
- New customer enquiries
- Sales discussions
- Service clarifications
Existing customers requiring technical assistance should log a support ticket first..
New Customer / Service Enquiries
We have a Team to help assist you in New Service Deliveries and Onboarding with Approved Systems – Register Here
What the AI Assistant Can Do for you?
Our AI Assistant is designed to feel like a natural conversation — speak to it just like you would a real person. You might be surprised by how capable it is.
The AI can:
- Check the status of an existing support ticket based on searching your phone number, email address or ticket number assigned.
- Provide guidance and solutions for complex PC and Mac issues
- Collect detailed information and create a support ticket that both you and our subject matter experts can understand and act on.
- Book a Call Back Service so a real person can manage and handle the call
- Transfer you to the appropriate First Level Support Team to assist and if necessary, Log a ticket for further escalations.
By handling these tasks upfront, the AI gets you moving toward a resolution faster.
Interrupting engineers while they are actively working on customer issues slows everything down. Each interruption breaks technical focus, stalls diagnostic work, and increases the overall time — and cost — required to complete the task.
For this reason:
- Subject Matter Experts are not available for ad-hoc calls, even if they are already working on an open ticket
- All work is prioritised by severity and First-In, First-Out (FIFO) unless a formally defined escalation applies
- Logged support tickets are the fastest path to resolution, not direct phone calls or requests for “just a quick chat”
This approach ensures fairness across customers, predictable outcomes, and accurate tracking of professional time.
On Site Support
Approved Systems continues to offer onsite support for customers who need hands-on assistance at their business location. While our focus is remote and structured ticket-based support, we understand that some situations require an expert physically on-site, and we are able to provide this service where appropriate.
Our onsite support can assist with hardware repairs, network installations, server maintenance, system upgrades, and other technical challenges that benefit from an in-person presence. Our experienced technicians can work collaboratively with your team to troubleshoot, diagnose and resolve issues efficiently.
Onsite support is best suited to scheduled visits or contracted engagements. We are happy to discuss availability, response times and applicable travel charges so you can plan appropriately. For clients under a support agreement, priority is given based on the terms of that agreement.
Because onsite work requires coordination and travel time, it is not intended for unscheduled drop-in calls or ad-hoc requests. For the fastest and most cost-effective outcomes, please continue to raise issues through our ticketing system via the Support Portal. Logged tickets ensure work is properly prioritised and assigned, which leads to quicker overall resolution and better tracking of service outcomes.