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Before contacting Support, please first search our self-service help documentation on this Knowledge Base.

Our knowledge base provides detailed, yet easy to follow instructions on how to use the various parts of the CartonCloud system.

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If your question is not resolved through our knowledge base, please contact us via our Service Desk (typical response within 4 hours, 9:00am to 5:00pm Mon-Fri AEST).

All our support tickets are created through JIRA Service Desk Software - you will need to sign into to JIRA to view your tickets and the information that support sends back to you, screen shots are not visible if you don't set up an log in/account.

If you don't already have a Customer Support account via Service Desk, make sure you sign up .



Once logged in, select one of the options below

Please provide as much information on your ticket as you can, please see below examples of what information we require to make your experience a faster and effective one!

1) Summary of your issue

2) Description of what you were doing before the issue occurred, link from browser, customer, error message. All this information helps resolving your issue faster!

3) Attachment: screen shot of the screen you were using, error message are really helpful to our support team.

4) Create - your request will be received by our support team 



4) You will receive a receipt notification from us with your unique ticket number. To view your current support requests with us click HERE.

5) Please respond to support using your unique ticket number so this can be resolved more efficiently


Lastly but most importantly  **Our Feedback - When the ticket has been resolved you are asked to give us feedback**

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RESOLVING SUPPORT ISSUES

When investigating an issue, on some occasions we are required to create a test order in your system so we can replicate and resolve the issue

We have a process in place that allows us to work in your tenancy with a test order only if the below process is followed:-

1) Support will contact you via email on the same ticket that you have raised your issue

2) Support will ask you for approval before proceeding with the test order

3) Once approved by the Tenant we will continue with our investigations

4) We will also advise the customer that the test order has been created / testing completed / issue resolved / deleted

N.B. Only email approval will be accepted to proceed


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