We have launched our enhanced support phone system, delivering a faster, more seamless support experience.

The new system automatically identified callers, matched them to open tickets, and routed calls directly to the last handling agent (where available). Tickets opened automatically for our team, reducing repetition and accelerating resolution.

The Result

• Less time explaining context
• Greater continuity with existing issues
• Faster resolution of ongoing tickets

This improvement reflected our ongoing commitment to smarter systems, stronger service continuity, and a more efficient support experience.

The upgrade went live on 17 February at 6:30pm AEDT, with the new IVR experience available from 18 February onwards.