--- title: "Support Tickets | HR" slug: "log-a-support-ticket" description: "Learn how to Log a Support ticket for Marlin HR payroll software for tyre and mechanical workshops." updated: 2026-08-06T04:22:50Z published: 2026-08-06T04:23:03Z canonical: "help.megabus.com.au/log-a-support-ticket" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.megabus.com.au/llms.txt > Use this file to discover all available pages before exploring further. # Log a Support Ticket [](https://ww6.autotask.net/ClientPortal/Login.aspx?ci=702092) [Click Here to Log a Support Ticket Now](https://ww6.autotask.net/ClientPortal/Login.aspx?ci=702092) Answers to most **Marlin HR** questions can be answered by reading the [Help Guides](/hr/docs/help-guides). Other software and some hardware issues (depending on coverage), can be raised with the Megabus Support Team by submitting a **Support Ticket**. ## Help Menu Link Support Tickets can be logged using the **Marlin Client Portal**, which can be accessed by selecting **Help > Log a Support Call** from the GTX menu bar or clicking [here](https://ww6.autotask.net/ClientPortal/Login.aspx?ci=702092). Note If you are prompted for a **username/password** and don't know what they are, please email **support@megabus.com.au** with a subject line of "**Cannot Log into Client Portal**". ## Client Portal The Log a Support Ticket link opens the **Marlin Client Portal** which can be used to submit and monitor support tickets. By default, the **Marlin Client Portal** shows the following widgets: - **Welcome:** Shows the current user, links to refresh the portal and to access [separate client portal help documentation](https://ww6.autotask.net/ClientPortal/Help/Content/1_Home/The_Home_Page.htm?cshid=1030). - **Search:** Can be used to find tickets by title, description, or ticket number. - **Tickets:** Shows information about open and closed tickets, as well as options to [log new support tickets](/workshop/docs/client-portal#logging-new-support-tickets). - **Open Tickets:** Shows information about support tickets still being addressed by the Megabus Support Team. - **Tickets Created and Completed by Month:** Shows a graph of the support tickets created and completed in the last month. - **Open Tickets by Request Type:** Shows a doughnut graph of open tickets, organised by type. Tip For further help using the Marlin Client Portal, click on the **question mark icon ?** in the top-right of the Welcome box to access the [Datto Client Portal Help Documentation](https://ww6.autotask.net/ClientPortal/Help/Content/1_Home/The_Home_Page.htm?cshid=1030). ## New Support Tickets #### Help > Log a Support Ticket > Client Portal Support tickets are electronic records of service requests submitted to the Megabus Support Team: - **Open** tickets are currently being addressed by the Megabus Support Team. - **Closed** tickets have already been resolved by the Megabus Support Team, but can still be viewed or reopened if necessary. ### Logging New Support Tickets #### Help > Log a Support Ticket > Client Portal Click on **New Ticket**, in the Tickets box at the top-left. The **New Ticket** pop-up window will open. Head Offices If you are submitting a ticket from a **Head Office** you first need to select the relevant store by clicking on the **Account Picker** at the top. Then use the search fields at the top of the **Select Account** window that will open to select the appropriate store. **Click on the store** to add it to the ticket. Use the **Request Type** drop-down menu to select the type of support ticket: - **General Request:** For any issue not covered by the below support ticket types. - **Hardware Issue:** For issues relating to supported hardware malfunctions (e.g. printer malfunction, slow computer). - The amount of hardware support the Megabus Support Team can offer varies depending on your **HardCare agreement**. - **Request for Information:** For information about your system or how to use it. - **Sales / Quote Request:** For sales and new product related requests. - **Site Down / Cannot Trade:** For urgent situations (including software issues) preventing you from trading. - Selecting this option sets the support ticket status as **critical priority** - **Software Issue:** For bugs, errors and other software related issues. Once selected, click **Continue**. The **Service Request** form for the selected ticket type will open in a pop-up window. Fill out the **details for the service request** as they relate to your issue. Note Text boxes marked with a **red asterisk** are mandatory and must be completed before the support ticket can be submitted. Tip Mention any **significant loss of functionality** in the Title of the ticket to ensure appropriate prioritisation (e.g. "Can't invoice", "Can't print", or "Marlin down"). To submit the support ticket to the Megabus Support Team, click **Save Ticket** at the bottom-right of the pop-up. A member of the Megabus Support Team will contact you **as soon as possible**. ### Adding Attachments to Support Tickets #### Help > Log a Support Ticket > Client Portal > New Ticket To include an attachment with a support ticket, click **Save & Attach File** next to the Save button when submitting a support ticket. Warning Support tickets are submitted as soon as **Save & Attach File** is clicked, before any attachments are added. If you **Cancel** at this stage, the ticket will still be open. Note Attachments can also be added to existing tickets by opening them and clicking on the **Attachments** button at the bottom-right of the Ticket Details window. The **New Ticket Attachments** pop-up window will open. **To add an attachment:** - Enter a **Title** for the attachment - Click **Choose File** to select from your hard drive - Click **Attach File** Repeat to add **multiple attachments**, if required. The **Files to Add** section below shows the attachments that have been selected: - To remove an individual attachment, click the **red cross** to its left Once **all attachments** have been selected: - Click **Save & Close** at the top-left to attach the files and return to the ticket window. Attached files are shown in the bottom-right of the **Ticket Details** window. ## Open Tickets #### Help > Log a Support Ticket > Client Portal Open tickets are shown in the **Open Tickets** list to the right of the Tickets box. The buttons at the top-right of the Open Tickets list filter the types of tickets shown: - **All:** Shows all open tickets. - **My:** Shows only open tickets created by the current user. - **Waiting My Approval:** Shows all tickets with a change request awaiting approval. Note Tickets listed as **Next to Go** in the Open Tickets list are currently at the top of the Megabus Support Team queue. However, more urgent issues may still be addressed first. Clicking on a ticket in the Open Tickets list will open the **Ticket Details** window for that ticket. Clicking **View All** at the bottom of the Open Tickets list will open the All Open Tickets window, which can be used to locate specific support requests. ### Open Ticket Types #### Help > Log a Support Ticket > Client Portal The number and types of open support tickets are shown in the **Tickets** box of the Marlin Client Portal. Clicking on a **ticket** or **category** will open the list of tickets for that category: - **Open Tickets:** Are currently being addressed by the Megabus Support Team. - **New Tickets:** Have been received but are yet to be addressed by the Megabus Support Team. - **Waiting My Approval:** Shows tickets containing a change request that requires the user's approval. - **Where I Am Contact:** Shows tickets (new, open, and closed) where the current user is listed as any type of contact. - **Created By Me:** Shows tickets (new, open, and closed) created by the current user. - **Waiting My Feedback:** Shows tickets where the Megabus Support Team has requested additional feedback and the user is listed as a contact. ### Adding Notes to Tickets Notes can be added to open tickets by opening them from the **Open Tickets** list. Enter any additional information or notes in the **Add a Quick Note** section and click **Submit**. ## Re-Opening Tickets Rather than creating new tickets, closed tickets can be re-opened by **adding notes** to them. First, locate the old ticket by clicking on the relevant **ticket category** (e.g. Closed Tickets, relevant month) and searching for it in the list that opens. Click on the **Ticket Number** to open the Support Request pop-up. Add the details about why the ticket needs to be re-opened in the **Add a Quick Note** section at the top-right and click **Submit**. The ticket will be re-opened and a Support team member will contact you to resolve the issue.