Whether you’re a new customer or have been with our Foresiight family for years, our Support Team is here to help you every step of the way.
In this article, you’ll find everything you need to know to help our friendly Support Team solve your requests, including how to lodge a ticket, what information to include and the best ways to reach us. We’re here to make your experience with ProfiitPlus as simple and easy as possible.
Lodging a Support Ticket via the Client Portal
You can submit a support request via the Client Portal – this is the best way to get your request into the queue for our team to assist with.
We strongly advise including as much detail as possible. Think of your query like a jigsaw puzzle; the more pieces of the puzzle you give us, the faster we’ll be able to solve your query!
Lodging a Support Ticket via Email
Submitting your ticket via an email is another option. You can do this by emailing support@foresiight.com.au and a ticket will automatically be created in our ticketing system.
If you use this method, it’s important to make sure your email includes enough information for us to help out the first time around!
What Kind of Information Should I Include?
- Give your emails and tickets a meaningful Subject/Title.
- Include a clear description of the issue – Give as much detail as possible.
- Attach relevant screenshots – A picture paints a thousand words. Make sure your screenshots are clear. Let us know which module the screenshot is from, and the steps you took to get there (see next bullet point) so we can replicate and troubleshoot on our systems.
- Tell us what workflow you followed. Give us a map, we love a good map! E.g Accounts Receivable | Payments | Enter/Edit Banking Batches.
- Include information such as: Document Numbers, Customer Codes, Batch Numbers, Dates, Usernames, Supplier Codes, Stock Codes, Module(s) – Provide as much identifiable information as possible. There’s no such thing as too much information!
- Please ensure that any scanned documents, such as reports, have legible handwriting and that any relevant lines or rows are clearly highlighted.
- Are you receiving an error message? If yes, please send us a screenshot. Error messages are like clues that point us in the right direction.
The more details you can provide, the faster we can resolve the issue.
Contacting Support by Phone
Our support phone number is (07) 3356 2772. Before you call, please have a TeamViewer connection open with your ID ready to provide for us to log on. The quickest and easiest way to open TeamViewer is by navigating to your ProfiitPlus or Alchemii Main Menu | Help & Support | Activate Online Support.
This is best for urgent issues such as you are locked out of your system, or you have an issue that prevents you from using your system at all. For all other enquiries, please consider lodging a Support Ticket.
Voicemail: Please leave a clear voice message with your name, phone number and a detailed explanation of your query.
Self Help AKA The Knowledge Base
You can find a huge range of helpful documentation, updates, and additional resources in our Knowledge Base. You can access this library by logging into the Client Portal. Here is the link: http://ppsupport.com.au/.
You will need to will use your registered email address as your Username to login. If you’re unsure of what your Username is, or if you need to register your email address, please contact the Support team by email or phone to request access.
If you have forgotten your password, please click the ‘I forgot my password’ link and you will be sent an email to reset your password.
Understanding Support vs. Professional Services
What’s the difference? Visit this post to get a detailed explanation of both Standard Support or Professional Services? | Foresiight Software
Support: General assistance with system usage, troubleshooting, and minor configurations.
Professional Services (billable): Targeted training sessions (online or in person), business consultancy, major configurations, custom development, reporting and analytics.
Knowing the difference between the two helps manage expectations and ensures the right consultant is available to help you with your query.
If you are interested in training or consultancy please call or email the Foresiight team, or lodge a work request ticket via the portal to arrange a session.
Support Hours
Our Brisbane based team is available Monday to Friday, 8:30 AM – 5:00 PM AEST.
We’re committed to making your support experience with ProfiitPlus as seamless and stress-free as possible. By following the steps outlined above, you’ll be well equipped to get the assistance you need, quickly and efficiently!
If you have any questions, please contact us. We’re here to help and look forward to supporting you!
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