The client portal at portal.yougrowit.com.au is where your tickets live. You can lodge one, see what is happening with it, add information, and reopen something we closed too soon. Email works too, but the portal shows you the whole history in one place.
Try this first
- Go to portal.yougrowit.com.au and choose Sign in.
- First visit? Choose Sign up and use your work email address - the same one you normally email us from. You will get a message with a link to set a password. If it does not arrive in a few minutes, check your junk folder before trying again.
- Once you are in, choose My tickets (some screens call it Tickets) to see everything open and closed for you.
- To raise something new, choose Submit a ticket, fill in the subject and description, and attach a screenshot if you have one.
- To add information to an existing ticket, open it and use the reply or comment box at the bottom. Everything you add is visible to the engineer working on it.
Bookmark the portal now, while it is on your screen. The moment you need it most is usually the moment you cannot remember the address.
What the ticket statuses mean
- Open - it is in the queue or being worked on.
- On hold - we are waiting on something. Usually that is an answer from you, a part on order, or a third party such as your internet or software provider. If it says on hold, check whether the last message was a question for you.
- Closed - we believe it is finished.
If a ticket is sitting on hold and you do not know why, add a comment asking. That is faster than starting again.
Reopening a closed ticket
If the same problem comes back, open the closed ticket and reply to it. That reopens the job with all the history attached, which means whoever picks it up can see what was already tried.
Two things worth knowing:
- If the portal will not let you reopen it, lodge a new ticket and put the old ticket number in the first line. Nothing is lost.
- Only reopen for the same problem. A new issue in an old ticket gets buried under the previous conversation and can look like it is already being handled when it is not.
If that did not work
If you cannot sign in, the usual causes are simple ones:
- You signed up with a personal address rather than your work one, so the portal does not connect you to your business.
- The password reset email landed in junk or in a quarantine filter.
- Someone at your business is set up as the main contact and other staff have not been added yet.
Email support@yougrowit.com.au from your work address and say you cannot get into the portal. We will sort the access out, and your email still creates a ticket in the meantime, so nothing waits on it.
What the portal is not for
Invoices, quotes, changes to your package and requests for new work go to admin@yougrowit.com.au. Those are not support tickets and raising them in the portal only slows them down.
Still stuck?
Log a ticket at portal.yougrowit.com.au or email support@yougrowit.com.au. If it is stopping you working right now, call 03 9028 4358.
Support hours are Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays.
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