Transition to Live Chat: Simplified Support Across All Products

As part of our ongoing efforts to simplify and improve your support experience, New Horizon Code PTY LTD has transitioned away from traditional Live Chat ticketing. Previously, conversations in live chat automatically created support tickets within our system. This workflow added unnecessary friction between initial contact and resolution. To deliver faster, more consistent support, all requests will now be managed directly within Live Chat, with escalation to our Engineering Team only when required.

Effective immediately, Live Chat is now the primary channel for real-time assistance across our supported products. When you contact us through Live Chat, our team will triage and resolve your enquiry directly in that session. If your issue requires further investigation, it will be formally escalated to our Engineering Team.

• Live Chat is the primary channel for real-time assistance across all New Horizon Code products
• Our team will triage and resolve enquiries directly in the chat session
• Issues requiring investigation are escalated to the Engineering Team
• Upon escalation, a Case ID is generated for tracking
• Engineering team contacts you via your registered email address

Our previous live chat system relied on automatic ticket creation for every conversation. Over time, this led to duplicated records, longer handover times, and unnecessary administrative steps between teams.

• Faster responses directly from support specialists
• Minor issues resolved within a single chat session
• Engineers focus on verified, actionable requests only
• Single, unified conversation thread instead of fragmented ticket histories
• Aligns with our Support Policy's commitment to clarity, security, and timely assistance

When an escalation occurs, you will be notified that your issue has been converted into an Engineering Case. A Case ID will be assigned for tracking and reference. Our engineering team will review the details, replicate the issue if applicable, and reach out via email for any required follow-up.

• Notification when issue is converted to an Engineering Case
• Case ID assigned for tracking and reference
• Engineering team reviews and replicates issues when applicable
• Updates and resolutions communicated via secure email thread
• Please ensure contact information in your application is accurate

This change does not affect our other official support channels. All Live Chat and Engineering Case interactions remain governed by the New Horizon Code Support Policy, including our response targets, escalation procedures, and data handling standards.

• Email: support@newhorizoncode.io
• Phone (Australia): 1300 980 034 (monitored for escalations)
• In-product Live Chat: Real-time assistance and triage
• Product Documentation: Contextual guides and FAQs accessible within each app