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Customer Support Portal or website support form: which to use?

WISE Group offers two ways to submit support requests. The Support Portal provides additional features for customers with support agreements.

How do I submit a support request?

To submit a support request to WISE Group, choose one of three channels: the WISE Group Customer Support Portal (recommended for customers with an active Support or Maintenance Agreement), the Support form on the WISE Group website (available to all customers, no login required), or Email (as referenced in your product manual or support documentation). All requests reach the WISE Group support team, but the level of functionality and visibility differs by channel.

  • WISE Group Customer Support Portal – recommended for customers with an active Support or Maintenance Agreement
  • Website support form – available to all customers, no login required
  • Email – as referenced in your product manual or support documentation

  1. WISE Group Customer Support Portal

  2. Support form on the WISE Group website

  3. Email support, as referenced in software, product manuals and support documentation

All support requests reach the WISE Group support team, but the level of functionality and visibility differs by channel.

What is the WISE Group Support Portal?

The WISE Group Support Portal is available to customers with an active Support or Maintenance Agreement.

Key features:

  • Submit support tickets directly.

  • Priority selection when submitting a ticket (default is Medium).

  • Visibility of all tickets submitted by your organisation.

  • Real-time ticket status and activity updates

  • Centralised communication with WISE Group support.

  • Access to historical ticket information.

The WISE Group Support Portal is recommended for customers who require ongoing support, priority control, and organisational visibility across all tickets.

What is the website support form?

The support form on the WISE Group website is available to all customers.

Key characteristics:

  • No login required.

  • Priority selection is not available.

  • Tickets are reviewed and prioritised internally by WISE Group support.

  • Suitable for general enquiries or customers without portal access

This option ensures all customers can reach WISE Group support, even without a support agreement or portal access.

How does email support work?

WISE Group also accepts support requests via email. The specific email address to use will be in your product manual or support documentation. If you cannot locate your documentation, you can obtain the correct email address by submitting a general enquiry via the website support form.

  • Email support is available to customers with established WISE Group systems.

  • Email does not generate an automatic acknowledgement — confirmation that your request has been received will come from the support team directly.

  • Requests submitted by email are logged and handled by the WISE Group support team.

  • Priority is assigned internally based on the information provided.

  • Email does not provide ticket visibility or organisational overview for customers.

For customers who require priority selection, ticket tracking, and visibility across their organisation, the WISE Group Support Portal is the recommended channel.

Which option should I use?

  • Use the WISE Group Support Portal if you have access — it provides priority selection, real-time ticket tracking, and full organisational visibility. If you do not have portal access, use the website support form or email. Customers with an active Support or Maintenance Agreement can request portal access.

  • If you do not have portal access, you may use the website support form or email as described in your documentation.

  • If your organisation has an active Support or Maintenance Agreement, you may request access to the Support Portal.

Can I request access to the Support Portal?

Yes. Customers with an active Support or Maintenance Agreement can request access to the WISE Group Support Portal.

To request access:

  1. Visit the website support form at wisegroupsystems.com/support.
  2. Complete the form and select General Enquiry / Other as the enquiry type.
  3. Submit the form — the WISE Group support team will review your request and provide portal access. Note: response times may vary; you will be contacted via the email address provided in the form.

Why is the Support Portal the recommended channel?

The WISE Group Support Portal is the recommended channel because it offers:

  • Priority selection — choose the urgency level when submitting a ticket (default: Medium)
  • Real-time ticket tracking — monitor ticket status and activity as it updates
  • Organisational visibility — view all tickets submitted across your organisation
  • Centralised communication — all correspondence with WISE Group support in one place
  • Historical records — access past ticket information at any time

Email and website form submissions are handled by the same support team but do not provide ticket tracking or self-service visibility for customers.

For the fastest response and full ticket management capability, customers with an active Support or Maintenance Agreement are encouraged to use the WISE Group Customer Support Portal.