Friendly experts, ready to help
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 platform 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 platform clients. All clients also have access to our online Knowledge Base in order to get the most out of their experience.
Our help desk provides:
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Telephone Support
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An Online Support Portal
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An Online Knowledge Base
Support access options include:
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08:00–17:00 Business Day AEST Live Agent Support
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24/7 telephone voicemail to ticket
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24/7 web form to ticket
Tactiv’s Incident, Problem and Change Management are aligned to ITIL Standards.
Types of support available
Standard Support
All Tactiv clients have access to our standard support offering. The Tactiv Client Support Services help desk offers a variety of ways to connect with us for 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 requests.
All issues are ticketed, and interactions are logged and reported. All issues outside the service agreement are provided to the client for resolution. Standard support also includes Tactiv software upgrades.
Additionally, access support resources, including Help and Tips for using Tactiv's platform, FAQs, webinars, and other platform-related information. Our help desks’ product experts have a deep understanding of Tactiv and the grants, scholarships, impact reporting and project management sector. Tactiv’s help desk also delivers training and is the first point of contact for technical assistance, new work, and feature requests.
Knowledge Base
Tactiv’s Client Support Services include our knowledge base, which features support articles on the functions of Tactiv's solution. All articles are categorised, tagged with keywords, and indexed to enable 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 integrates with the knowledge base to highlight published articles that may be relevant to a problem raised by a requestor as they type, minimising the time required to speak with the support team.
Through the ticket system, a client can view the status and correspondence related to their request and update the ticket. Clients authenticate to the Tactiv Ticket System using a username and password provided in the support agreement.
Enterprise support services
Through Enterprise Support Services, Tactiv offers dedicated direct phone and online assistance to all end users of the platform – 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 in 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 in resolving the issue.
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Dedicated Telephone Help Desk
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Online Ticket Support System
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Issues identification, replication, classification and escalation
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Level 1 and 2 Issue Support and Resolution
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Warm Handoff
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Post Incident Report Requests
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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.
The Tactiv Difference
End to end lifecycle management
Configurable and scalable
User-centric cloud solution
Tactiv’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 Tactiv’s forward-facing design supports all users as they complete their applications, reports and assessments.
Outstanding reporting capabilities
Enhanced collaboration
Best practice standards
Do more with integrations
Full support and training
Resources
Funds Management and Impact Reporting Resources
The CRM and ERP Trap: Why They Break Under Funding Management (+ The Better Solution)
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How Digital Transformation is Changing Project Portfolio Management
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How to Ensure Compliance in Grant Management
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Unveiling the Power of Enquire Reporting Warehouse
With a focus on continuously wanting to optimise and maximise the impact of programs in the ever-evolving landscape of grant and p...