There are three ways to reach us. They all end up in the same place — our ticket system — but they are not equally fast, so it is worth knowing which to use.
1. The client portal (best for most things)
Go to portal.yougrowit.com.au and choose Submit a ticket. The portal is the best option because it lets you attach screenshots, see everything you have logged before, and check progress without emailing to ask.
If you have never signed in, use the invitation email we sent you, or click Sign up with your work email address and we will approve it.
2. Email
Send it to support@yougrowit.com.au. That address creates a ticket automatically and you will get a confirmation with a ticket number within a minute or two.
Use admin@yougrowit.com.au for anything that is not a support problem — quotes, invoices, new work, questions about your account. That address does not create a ticket.
3. Phone
Call 03 9028 4358 when something is stopping you working right now: the internet is down, nobody can get to files, a machine has died before a deadline. For anything that can wait an hour, the portal or email will get a better result, because we can see the detail rather than write it down second-hand.
What happens after you send it
- You get an automatic confirmation with a ticket number. That is a receipt, not a response — it only means the system has it.
- The ticket is read and prioritised. Anything that stops a person or the whole business working jumps the queue.
- A real person picks it up and either fixes it or contacts you for more detail. How quickly depends on your package — see What "response time" means here.
- You get updates on the ticket, by email and in the portal. Replying to the email adds your reply to the ticket.
- The ticket is closed when it is resolved. If it turns out not to be fixed, reply to the closure email and it reopens — you do not need to start again.
A few things that speed everything up
- One problem, one ticket. Three unrelated issues in one email means two of them get forgotten.
- Tell us who is affected. "Just me" and "all six of us" are very different problems.
- Send a photo of the error. A phone photo of the screen is fine and often better than describing it.
- Say what changed. New laptop, new phone, a Windows update overnight, a storm, a new staff member — the cause is usually in there.
Support hours
Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays. Tickets logged outside those hours are waiting for us when we start the next business day. After-hours support is available as an add-on or on a pay-as-you-go basis — see How pay-as-you-go works.
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