How do I submit a Support ticket?

If you require technical assistance with CivilPro, you can log a request directly with our Support team.

To do this, you must:

• Create a CivilPro Support account (if you haven't already); then
• Submit a Request

Prerequisite: You must have a verified CivilPro Support account to submit and track your tickets.

 

Create a CivilPro Support Account

1. Navigate to the CivilPro Help Center and click Sign in at the top right.

   

2. If you do not have an account, click Sign up in the login window and follow the email verification prompts.

   If you've already created an account, jump to Submit a Request.

   IMPORTANT: use your work email address, as this ensures you'll get notifications when tickets are addressed.

   

3. You will receive an email with a link to set your new password. Please complete this process and save your password for future access. 

   

 

Submit a Request 

1. After you've created a Support account, click Submit a request in the top-right header. 

   Note: provided you have a Support account, you don't have to be signed in to submit a request. However, being signed in allows you to review previous tickets and engage in the support interface.

   

2. Select the Issue Type from the dropdown menu.

3. Complete the mandatory field in the form and optional fields if applicable with relevant details.

   IMPORTANT: use the same email address as the one you used to create your Support account. This will ensure your request matches up with your account, and the request isn't lost.

4. Click Submit.

Support Information

• Operating Hours: Mon-Fri, 9am - 5pm AEST.

• Response Time: Most inquiries receive a response within 24 hours.

• Troubleshooting: If you see a "Request not yet submitted" message, check your email inbox and follow the verification link or create a CivilPro Support Account before submitting your ticket.