Tech Support Process

Urgent support

(You are at a machine, on-site and the machine has a critical problem)

  • Please call Henry on 04 1413 7569
  • If Henry is unavailable, the message will be redirected to our Customer Support Officer.
  • Please request to redirect you to Ariel and Ariel will facilitate the support.
  • Ariel may call in via Microsoft Teams, to provide immediate assistance. Ensure that your Teams application is installed on your device and that you are signed in.
  • Using your new @koalakrane.com.au email address, follow up with an email detailing your issue to techsupport@coinopgroup.com – please include ‘URGENT’ in the subject line.

All other requests

  • Using your new @koalakrane.com.au email address, all Tech support requests to go through email to techsupport@coinopgroup.com. This will submit a request into our ticketing system to give visibility and ensure all requests are dealt with in an organised and timely manner.
  • The ticketing system is monitored by multiple members of our team.
  • Examples (but not limited to):
    • Machine issue/broken machine
    • Offline machine
    • Issue with Smart App software
    • Questions RE Smart App software
    • Meter corrections
    • Software changes
    • Password change/credential requests
  • Please note: The comment function in the Smart Application is not monitored and is there to assist you with your record keeping on machines.

 

Step by Step process

  1. Using your new @koalakrane.com.au email address, email techsupport@coinopgroup.com (copy office@koalakrane.com.au) with your request/issue.
  2. This will create a ticket in the ticketing system.
  3. You will get a response within 60 minutes (within business hours) to confirm it has been picked up, assigned to a team member and is being worked on.
  4. All correspondence/follow ups will then go through email via the ticketing system where it is logged and monitored by the team.
  5. Once the ticket is complete it will be moved to ‘Solved’ status in the system and you will receive a confirmation email (a ticket can be re-opened by responding to the email if necessary).
  6. You will be sent an email with an option to give feedback so you can let us know how we did.