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Raise a support request

Service Desk Hours

GovCMS Service Desk hours are 8:00am - 8:00pm AEST Monday to Friday
(excluding public holidays in Victoria only).

Support for all non-Critical issues is available during Salsa Digital business hours.

Submitting tickets

You can submit these tickets either by online ticket or a phone call:

  • Online Ticket: create a ticket through the GovCMS Service Desk (online ticket management system).
  • Phone: GovCMS Service Desk hours are 8:00am - 8:00pm AEST Monday to Friday (excluding Public Holidays in VIC only).

The process

  • When submitting a ticket, you need to provide a description of the issue or request and tell us the level of the business impact
    • Critical,
    • High,
    • Medium, or
    • Low 
  • The support team evaluates the request and provides an initial response
  • You may be asked to provide additional information about the reported issue (for example, website functionality, related applications as needed to diagnose the issue and infrastructure-related information).
  • The support team records progress notes and related communications in the online ticket system right through to the resolution of the issue or request.
  • Notification emails will be sent to customers when public notes are added to the ticket.  The support team can also trigger emails to customers via tickets also.
  • If the agency makes a request by phone,
    • the support agent opens a ticket on the agency’s behalf to track the issue.
    • where requests involve changes to the site or configuration, confirmation will be required from the agency in a ticket before the changes are made.