Submitting A Support Request

If you need assistance with HARMONiQ, you can log a support request in two ways: by emailing us directly or by submitting a ticket in Zendesk.

Option 1: Emailing Support

You can log a ticket by sending an email to support@logiqgroup.nz. The subject link is important, as it helps us to quickly identify and prioritise your request.

What to Include in Your Email:

• Subject Line: A brief summary of the issue/request (e.g., 'Error When Running Sales Report' or 'New Commerical Sales Dashboard')
• Description: A clear explanation of the issue or improvement request, including any relevant details and/or error messages
• Steps Taken: If applicable, describe any troubleshooting steps you've tried or the steps you took to receive the error message
• Screenshots (if applicable): Include any screenshots that may assist our consultants
• Urgency Level: If the request is time-sensitive or affecting other users/business operations, please indicate the urgency.

Once we receive your email, a ticket will be automatically created in Zendesk. Our Helpdesk Manager will then assign your ticket to a consultant who will then be in touch.

Option 2: Logging a Ticket in Zendesk

Alternatively, you can submit a ticket directly through the Zendesk Help Center.

Steps to Log a Ticket:

• When you log into your Zendesk account, you have the option to create a ticket. To do this click 'Submit a request' - which can be found on the top menu of the page. 
• You will then be brought to the following page...
  • • • Subject: Provide a short, clear summary of the request
      • Description: Include as much detail as possible about the issue or improvement (incl. any error messages if applicable)
      • Attachments: Upload any relevant screenshots or files that will assist our consultants

Click 'Submit' to send your request to our Helpdesk. 

Once your request is submitted, your ticket will be assigned to a consultant who will then be in touch. You can track the status of your ticket with Zendesk through the portal.

If you have any questions about logging a ticker, feel free to reach out at 0800 564 471. We're here to help!