The Medilink Helpdesk is the best in the industry, and we pride ourselves on the support and service we provide to our customers. That said, to ensure the quickest and best resolution, refer to the following pointers below:


  • For support issues, try and search our knowledge base first: https://medilinkdirectsupport.freshdesk.com/support/solutions
  • For non-urgent enquiries, create your own ticket in Freshdesk or email [email protected] or [email protected]. The big advantage with this method for support is that you can take a screenshot (Prt Scn button on keyboard) and paste that in to your ticket or email, which really helps us identify and resolve the issue.
  • If you call but have to leave a message, give your name, practice, a contact phone number, and a brief description of the topic, i.e. "I'm having trouble batching" or "I want to pay my MDS bill". Your VIPs number may also help if we have struggled to identify you in the past. If you have a preferred callback time, this may also be useful to avoid a game of phone tag!
  • If your enquiry is time dependent but you cannot reach us, try and simply record the information as best you can. For example, if you cannot submit a claim for a patient, fall back to standard paper billing - we may be able to submit the patient claim later or the patient can claim themselves.
  • Avoid asking to speak to a specific person only. Staff availability is subject to many things, and if you ask to speak to someone specifically then it may be hours or days before they are available to return your call. We can determine the most appropriate staff member based on the topic and by reviewing your ticket history (i.e. who has helped you previously and the types of issues you've faced).
  • Ideally have one person in the practice designated to contact Medilink. Usually this will be the practice manager, or for managed sites your may need to go via your general IT provider/department (who will then contact us). This avoids unnecessary overhead in having the same query multiple times (the practice manager will know the setting or problem and convey that to staff internally).
  • Be aware that our support is strictly for Medilink only. There may be some overlap with various other things, but ultimately if we identify the problem as being external to Medilink, you will need your general IT provider to resolve these issues. Our staff cannot as we would then be responsible for things that are largely outside of our control. More info is available under our terms of service: https://www.medilink.com.au/termsofservice.php
  • Some issues may be identified as Medilink bugs or defects, and will require a developer to investigate and resolve in the program itself. It is very hard for support staff or even the developers themselves to give you accurate time-frames on these types jobs, as they are often difficult, and must be slotted in to lengthy development job queues, and the fixes are often only made available during releases (i.e. you will likely need another update to fix the problem).
  • Our staff try their best to help, but often both you and they are in highly stressful situation, which can cause tension. We ask that you please be patient and understanding when speaking with our staff. Abuse will result in call termination and escalation to a new staff member, which won't help solve your problem any faster.
  • Ultimately if you feel like you are not getting the appropriate service, please (politely) ask to be escalated to a manager or email [email protected]