Empowering Better Support: A New Era At Hosted Network

At Hosted Network, we pride ourselves on not just keeping pace with industry standards, but setting them. Over the past few months our support team has undergone a huge transformation and we’re excited to share the improvements we’ve made to deliver faster, smarter, and more partner-friendly service.

Goodbye Zendesk, Hello Seamless Support

We’ve officially moved away from Zendesk and built a brand new ticketing system, fully integrated into our internal platform (and the Partner Portal you’ve come to know and love). While Zendesk is a great tool used widely across the industry, we knew we could go further by tailoring something to fit the next needs of our partners and our team.

What this means for you

• Designed with you in mind – from the ground up, the new system has been engineered around the needs of partners, not generic workflows
• Improved Partner Portal experience – log, manage and track support requests with enhanced flexibility and clarity
• Direct service linking – every ticket is automatically tied to the relevant service, saving time and reducing back and forth

After Hours Support Improvements

We’ve completely overhauled our after hours support process over the past two months, and the results speak for themselves with our average response time dropping from 30 minutes to under 1 minute.

We’re also working to remove the middleman by connecting you directly with an engineer after hours, skipping the third party message takers and call back delays (more news on this to come soon!).

We know how critical it is to get real help fast, especially when your team is on-site or facing an emergency and we’re excited to know these changes will help directly with that.

Faster Response Times, Quicker Resolutions

During business hours, we’ve tightened our performance even further

• Average first response times are now under 30 minutes – well ahead of our 2 hour target response time
• Average resolution times have been brought down to under 2 business days

These improvements are the result of internal process refinements and a support team that’s constantly striving to raise the bar.

What’s Next: Smarter Self Service Tools

Our new ticketing system isn’t just a change in platform; it’s a foundation for our innovation. 

We’re already working on advanced tools to give partners even more control and insight, including

• On-demand connection health checks
• 24/7 nbn fault logging
• Smart recommendations to resolve common issues
• Historical problem tracking to surface repeat faults over time

All designed to save you time, reduce support overhead and ultimately drive faster resolution times.

Better Visibility For Service Delivery Too

Our commitment to improvement doesn’t stop with our Support team. Interaction with our Service Delivery team is getting an uplift too. We’re modernising our Local Number Porting form and integrating it into the new ticketing platform.

Soon you’ll be able to

• Track your porting requests in real time
• Link them directly to associated orders and services
• Manage everything in one place via the Partner Portal

Designed Around You, Built to Grow With You

This is just the beginning. As our systems and tools evolve, our mission stays the same: to provide the best partner experience to Australian MSPs.

Stay tuned for more updates, and thank you for being a part of the journey.