1. Where to Send Support Requests
To ensure your request is received and actioned promptly:
Always log issues via the Help Desk widget within Eziplan
Or email: support@eziplan.com.au
🚫 Do not email individual staff members directly. Personal inboxes may not be monitored at all times, which can delay your request - particularly if the person is away.
Using the Help Desk or support email ensures your query is:
Logged correctly
Visible to the full Support team
Tracked and prioritised appropriately
2. What to Include When Submitting a Support Request
Providing clear, detailed information upfront allows the Eziplan Support team to quickly understand the issue, reproduce it where needed, and work toward a resolution with minimal back‑and‑forth. This becomes especially critical when issues impact service delivery, rostering, payroll, or compliance.
When logging a support request, please include as much of the following information as possible:
🔍 Incident Details
Exact date and time the issue occurred (or when it was first noticed)
Specific page or section in Eziplan where the issue occurred (e.g. Weekly Planner, Client Profile, Appointment screen)
Actions being performed immediately before the issue occurred
User who was logged in (full name and role, if applicable)
🧾 Records Involved
If relevant, clearly specify:
Client name(s)
Appointment date(s) and time(s)
Care worker or staff member(s) involved
Any other related records such as schedules, notes, services, or packages
Providing these details helps us isolate whether the issue is record‑specific, user‑specific, or system‑wide.
🖥 Screenshots & Visual Evidence
Attach screenshots of any errors, warnings, or unexpected outcomes
Always capture the entire screen, including the browser address bar where possible
If the issue involves multiple steps, multiple screenshots are encouraged
Visual context significantly speeds up investigation and reduces the need for follow‑up questions.
3. Urgent vs Non‑Urgent Requests
Correctly identifying whether an issue is urgent or non‑urgent helps the Eziplan Support team prioritise work appropriately and respond in line with operational impact.
🚨 What Is an Urgent Request?
An urgent request is one that has an immediate and significant impact on business operations, service delivery, compliance, or payroll, and cannot reasonably wait for standard support turnaround times.
An issue should be marked URGENT if it:
Prevents users from logging in or accessing Eziplan
Stops or severely disrupts live service delivery or rostering
Impacts payroll processing, pay runs, or payroll deadlines
Affects compliance, funding, or reporting obligations
Impacts multiple users or appears to be a system‑wide issue
How to Log an Urgent Request
Submit the request via the Help Desk widget or email support@eziplan.com.au immediately
Clearly include “URGENT” in the subject line or description
Provide complete incident details and screenshots upfront (see Section 2)
Avoid sending partial information across multiple messages, as this can delay investigation
Complete, accurate information allows the Support team to prioritise correctly and escalate to developers without delay.
⏳ What Is a Non‑Urgent Request?
A non‑urgent request is one that does not prevent core operations and can continue temporarily while the issue is reviewed.
Examples include:
How‑to questions or general system guidance
Minor display or formatting issues
Requests for clarification or best‑practice advice
Enhancements, configuration questions, or process improvements
Issues with known workarounds that do not block operations
Non‑urgent requests are still important and will be addressed, but they are prioritised after urgent operational issues.
4. Why This Matters
The quality of information provided directly impacts resolution time. Clear, well‑documented requests allow the Eziplan Support team to:
Reproduce issues accurately
Determine scope and impact quickly
Identify whether an issue is user‑specific, data‑related, or system‑wide
Escalate efficiently with the correct technical context
This helps minimise disruption to your operations and ensures faster outcomes.
5. Quick Checklist Before You Submit
Before sending your request, ask:
Have I used the Help Desk widget or support@eziplan.com.au?
Have I included the time, page, and actions taken?
Have I named the user and records involved?
Have I attached clear, full‑screen screenshots?
If the answer is yes to all, you’re good to go 👍
Following these steps helps Support help you quickly, efficiently, and with minimal back‑and‑forth.