Before reaching out, it's worth checking the Connective Wiki — most Mercury Nexus articles include images and videos to walk you through a process step by step. If you still need a hand, there are three ways to get in touch: ask Dash, send an email, or give us a call.
How do I contact the Mercury Helpdesk?
Ask Dash, your AI support assistant
Dash gives you one place to access the information, guidance and support you need.
Dash has now replaced PolicyAI and the Get Help (Helpdesk Chat) feature.
You'll find Dash in the top right-hand corner of your screen.
Click the Dash icon in the top right-hand corner.
Type in the question you have.
Dash will provide an answer based on your question.
If the answer isn't quite what you were after, or you'd prefer to speak with someone, simply ask Dash to put you through to a human and the Helpdesk team will take over the conversation.
The Helpdesk is staffed between 9:00am and 6:00pm AEST. You can submit a query at any time, and if a support agent needs to get involved, a response will be provided during the hours outlined above.
Send an email to the Mercury Helpdesk
You can also contact the Helpdesk via email at [email protected] or using one of the below email addresses:
Accreditations Support: [email protected]
Accounts Support: [email protected]
Commissions Support: [email protected]
Compliance Support: [email protected]
Connective Asset Finance Support: [email protected]
Mercury & Apply Online Support: [email protected]
Digital Marketing Hub Support: [email protected]
Property Tools Support: [email protected]
You can expect contact from the relevant support team within two business hours of creating your request.
Call the Mercury Helpdesk via Phone
You can contact the Mercury Helpdesk via phone by calling 1300 656 637, then press Option 1 > Option 1 again.
Note. If you call the Helpdesk, please ensure you have already submitted a Helpdesk ticket via chat or email and have your ticket number ready.
How do I give the Helpdesk access to my computer?
In order to troubleshoot some problems, the support team on the Helpdesk may be required to remote into your computer. We use a free third-party application called TeamViewer which you will need to download and install using one of the links below:
The support team member will require the TeamViewer ID and Password in order to connect. Once the issue has been resolved you can simply close TeamViewer to disconnect.