Overview
If a phone number is experiencing a fault — such as calls not connecting, poor call quality, or dropped calls — a trouble ticket can be submitted directly through the Pickle Portal. This creates a support case the Pickle team will investigate and action based on priority.
Step 1 — Navigate to the Affected Number
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Log in at my.thinkpickle.com.au
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Click Phone Numbers in the left navigation
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Locate the number experiencing the issue and click View
Step 2 — Open the Trouble Ticket Form
Click the Submit a Trouble Ticket button (purple) on the right side of the number page.
Step 3 — Complete the Form
Symptom — select the option that best describes the fault:
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Calls not connecting — callers cannot reach the number at all
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Calls Drop Out — calls connect but disconnect unexpectedly
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One Way Speech — one party cannot be heard
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Poor Call Quality — audio is unclear, distorted, or breaking up
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Wrong Number Terminating — calls routing to an incorrect destination
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Other
Impact — select the level of impact:
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Partial Loss — service is degraded but partially working
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Total Loss — service is completely down
Recurring issue — tick "This has occurred more than once" if the fault is intermittent or has happened before. This helps the team identify patterns.
Step 4 — Submit
Click Submit to lodge the ticket.
What Happens After Submission
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A support case is created and appears in the Timeline on the right side of the number page
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The ticket can also be tracked under Support Cases in the left navigation
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Total Loss faults are treated as P1 (Priority 1) — fastest response
When to Also Call Directly
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Total loss of a critical service — submit via portal and call 1300 688 588
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Emergency lift phone fault — submit via portal and call 1300 688 588 immediately
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After hours with extended hours agreement — submit via portal and use after-hours contact details
For safety-critical faults, always call to ensure immediate escalation.
Key Takeaways
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The Submit a Trouble Ticket button is on the individual number page — not the numbers list
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Total Loss = P1 priority — fastest response
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Tick "This has occurred more than once" for recurring faults
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Tickets appear in the number's Timeline and under Support Cases
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For critical faults, combine portal submission with a direct call to 1300 688 588
Contact Pickle
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Portal: my.thinkpickle.com.au — 24/7
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Email: [email protected]
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Phone: 1300 688 588 (business hours)
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After hours: Available for clients with an extended hours agreement
Pickle — Office 12, 7-9 Churchill Ave, Strathfield NSW 2135