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Untangled Support Guide

Published 18 September 2025

 

Overview

This guide explains how customers can get in touch with Untangled Support, where to find real-time service updates, and what information to have ready so we can assist you more effectively.

 

Your Checklist and Guide

1. Contacting Untangled Support

2. Accounts & Billing Inquiries

3. Checking the Dialpad Status Dashboard

4. Understanding the Outage Notification Process

5. Preparing Information to Help Our Team Assist you Faster

 

1. Contacting Untangled Support

Submit a ticket via any of these channels:

 

💡 Tip: Always include your company name, contact details, and a clear description of the issue. This helps us assign your request to the right specialist quickly.

 

2. Accounts and Billing Enquiries

For any questions about invoices, payments, or account matters, please contact our Accounts Team directly:

 

 

3. Checking the Dialpad Status Dashboard

The Dialpad Status Dashboard shows:

  • Real-tme system performance
  • Any current outages or incidents
  • Past incident history and resolutions

 

Refer to our guide for more information here: Dialpad Service Uptime and Incidents

 

📌 Note: It's a best practice to check the dashboard first if you suspect a system-wide issue.

 

Dialpad is currently the only service or product we support that provides a public status dashboard. For all other services, Untangled will communicate directly with customers about outages or maintenance.

 

4. Understanding the Outage Notification Process

Here’s what you can expect from us during outages:

  • Major outages (affecting multiple customers): We will send email and SMS notifications to nominated contacts with details of the outage and updates until resolution.
  • NBN scheduled maintenance/outages: We’ll send email notifications to your nominated contact when we are informed of planned works.

 

Nominate an IT POC

If you would like a dedicated IT or internal team contact to receive email and SMS notifications, please let us know and we’ll update your records.

 

💡 Tip: Having the right contact on file ensures outage notifications reach the right person in your team quickly.

 

We strive to do our best to send timely and appropriate notifications for any outages or incidents that affect multiple customers, and direct notifications for planned or scheduled work on your services.

 

5. Preparing Information to Help Our Team Assist you Faster

To help us assist you more effectively, please have the following ready:

  • AnyDesk: Install it beforehand so our team can connect remotely. Download the free version from here, Get AnyDesk
  • Testing: Be ready for possible testing or providing test samples during troubleshooting.
  • Hardware Details: Share the make and model of any device involved (e.g., desk phones, routers, computers).

 

💡 Tip: The more details you provide, the faster we can pinpoint and resolve the issue.

 

Still having problems?

Call or text our support team on 0480 006 410, alternatively you can raise a ticket to support@untangled.com.au