Tactiv Client Support for Enquire Software as a Service

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Tactiv’s Client Support Services offers clients managed ticketing, phone and email support services to ensure you get the best service and support. We offer standard support for all Enquire users, and Enterprise Support Services as an option for your clients, so you can focus on delivering program results.

Tactiv Support Services

The Tactiv Client Support help desk provides responsive and friendly support for all Enquire clients. All Enquire clients also have access to our online Enquire Knowledge Base, in order to get the most out of the Enquire experience.

Our help desk provides:

Telephone Support
An Online Support Portal
An Online Knowledge Base

Support access options include:

08:00–17:00 Business Day AEST Live Agent Support
24/7 telephone voicemail to ticket
24/7 web form to ticket

Tactiv’s Incident, Problem and Change Management are aligned to ITIL Standards.

Standard Support

All Enquire clients have access to our standard support offering. The Tactiv Client Support Services help desk offers a variety of means to connect with us to get help and advice. Contact us directly through our online ticket form, or call us. Tactiv’s help desk offers clients a single service for support request.

All issues are ticketed, with interactions are logged and reported. All issues outside the service agreement are provided to the client for resolution. Standard support also includes Enquire software upgrades.

Additionally access support resources including Help and Tips for using Enquire, FAQs, webinars, and other information on using Enquire. Our help desks’ product experts have a deep understanding of Enquire and the grants, contract, impact reporting and project management sector. Tactiv’s help desk also deliver training and are the first point of contact for technical assistance and new work and feature requests.

Knowledge Base

Tactiv’s Client Support Services includes our Enquire knowledge base which includes support articles on functions of the Enquire solution. All articles are categorised, tagged with keywords and indexed to allow for searching across the knowledge base. If a solution is not found in the knowledge base clients can log a support ticket.

Ticket System

The ticketing system is integrated with the knowledge base to highlight published articles that may be relevant to a problem being raised by a requestor as they type, minimising the time required speaking with the support team.

Through the ticket system a client can view the status and correspondence related to their request and update the ticket within the system. Clients authenticate to the Tactiv Ticket System via a username and password provisioned with the support agreement.

Enterprise Support Services

Through Enterprise Support Services Tactiv offers dedicated direct phone and online assistance to all end users of Enquire – including applicants, so that day to day technical issues are resolved without ever needing the attention of our clients.

External users can submit priority requests regarding a point in time technical and usability problem and receive direct assistance resolving issues.

All issues are ticketed, with interactions logged and reported. All issues outside the service agreement are provided to the client for resolution.

Enquire users or Client Portal external users can submit priority requests regarding a point in time problem and receive direct assistance resolving the issue.

Dedicated Telephone Help Desk
Online Ticket Support System
Issues identification, replication, classification and escalation
Level 1 and 2 Issue Support and Resolution
Warm Handoff
Post Incident Report Requests
Service Management Reporting

Enterprise Support Services provides dedicated and prioritised support based on the demands of your organisation. This service includes priority and dedicated ‘break-fix’ incident-based service.

Friendly service, product experts.

Tactiv helpd you achieve your goals. Get expert advice and technical support so you spend your time delivering programs. Contact us to find out more about how we can help.

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The Enquire difference

End to end lifecycle management

Enquire connects the dots throughout your lifecycle management with purpose-built processes to keep your programs running smoothly – from application, to assessment, to acquittal. With a powerful e-form builder to collect the information you need and business process workflows to speed up processes such as project reviews, document management and client reporting, Enquire makes end-to-end project delivery a breeze.

Configurable and scalable

Enquire is adaptable and configurable to changing business processes and battle-tested to get your programs off the ground fast, scaling up and down based upon your organisational requirements. Configure templated notifications, workflows and automations to streamline your programs and maximise their efficiency – reducing the time, money and effort of developing project assets.

User-centric cloud solution

Enquire’s cloud based no-code design and simple interface account for a range of end users – from program managers to non-profit staff and applicants. With access split between an internal management portal and external client portal, intuitive navigation is baked into every function and Enquire’s forward facing design supports all users as they complete their applications, reports and assessments.

Outstanding reporting capabilities

Take complete control of the narrative around your organisation’s impact with configurable and targeted reporting indicators. Enquire was purpose-built to effectively communicate how funding is spent in government and for-purpose programs – going beyond the dollars by linking costs to tangible outcomes that our users define. We enable organisations to tell compelling stories about the good they do, helping them secure future funding to expand their impact and deliver greater community outcomes.

Enhanced collaboration

Understanding the relationship between funding organisations and their applicants, Enquire supports all users to get more done together. Scheduled or automated notifications, workflow comments, and emails and alerts streamline communication with beneficiaries and stakeholders for complete transparency. Roles-based permissions and auto-reconciling information increases auditability and data accuracy.

Best practice standards

Enquire practices a collaborative and involved working relationship with our clients, resulting in 15+ years of client feedback-based and industry best practice development. We simplify all of the complex client-facing processes that create bottlenecks throughout the project lifecycle, rather than applying patchwork updates to individual processes like most overspecialised prosumer vendors.

Do more with integrations

Enquire is adaptive and ready to use with your existing systems, including Microsoft Office and other tools. With financial management and additional integrations, a natively responsive design ensures users can access all their information they need across mobile, tablet and desktop from their web browser.

Full support and training

Training comes customised to your organisation’s needs either in-house or web-based. You can request training as part of the Enquire program implementation or on an as-needed basis. Support is available 24/7 through the Tactiv Client Support services help desk. Software upgrades are included with standard support.

Support Services

Tactiv's Client Support Services excel in assisting government agencies, enterprises and not for profits in managing both internal and external support needs.

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