Frequently Asked Questions

What SNAPP can do

• SNAPP an issue you or someone you know might be having – either using digital Self-Serve tools or lodging a Telstra Employee Referral (TER). Simply SNAPP it, and Solve it.
• Gain access to quick and easy talking points ‘Talking Telstra’ to prepare you for any Telstra or nbn™ related conversation.
• Sales Leads give you the opportunity to try, love and recommend Telstra products and services by connecting yourself or someone you know with one of our Sales channels.
• You can use our Customer Feedback option to send feedback about a good or bad Telstra experience to our Experience Transformation and Insights teams who work on improving things for all our customers.
• Tackle the nbn™ head on with the confidence that there is support available with nbn™ Help.
• Keep our brand looking good by Reporting Damage to Telstra infrastructure.

Who can use SNAPP?

All Telstra employees can use SNAPP. As long as you have an employee number (b/c/d number), you will be able to pass secure authentication and access the SNAPP App.

What about international employees?

Yes! International employees can download the SNAPP App too.

Why an App?

SNAPP is a quick and easy mobile app that it is accessible on the go when you need it most. SNAPP provides access to some of our most highly skilled support teams, usually you would have to be on Telstra’s secure LAN or Mobile EDN networks to access these teams. With SNAPP, these teams are at your fingertips, just a tap away!

Where did SNAPP come from?

SNAPP was one of Telstra’s first ever apps! Built in 2013 as a tool to support our people when having conversations about Telstra outside of the workplace, SNAPP has grown to be our go-to tool for all Telstra people looking to make a difference to our customer experience.

Where do I go for help with SNAPP?

There are a few different ways you can get help with SNAPP:

• Search through our SNAPP Peer Support posts to see if there is a solution already
• You can email us at ! SNAPP Support Squad  and our community of SNAPP Champions from across the company with reach out and see if they can help.
• You can head over to the SNAPP Yammer page and ask for help or see if anyone has had a similar issue before.

Can I download SNAPP on my tablet?

Yes! SNAPP is available as an iOS and Android app for both mobile phones and tablets.

Do I need MDM to be able to use SNAPP?

Not at all. We recommend downloading SNAPP on our Corporate Mobile Device Management as it gives the best SNAPP experience possible. However, this is just a recommendation and not needed to download SNAPP on your phone.

What does ‘Untrusted developer’ mean?

If you’re downloading SNAPP on an iOS phone or tablet that does not have MDM enabled, you will need to approve Telstra as an app developer that you trust in your device settings. 

Settings > General > Device Management

Why self-serve?

We know from research, that our customers have a better experience when using digital self-serve tools. It’s for this reason that we encourage the use of our other Telstra apps and troubleshooting tools as much as possible!

The team that look after issues lodged through SNAPP are a highly skilled cross functional team that also look after our Telecommunications Industry Ombudsman (TIO) Complaints. We try to send them only the curly issues that can’t be resolved through our regular front of house channels or self-serve tools.

Why is SNAPP green?

Because it’s a lean, mean, problem-solving machine!

What kind of issues can SNAPP help me solve?

SNAPP can help you solve a wide variety of Telstra issues! Our self-serve tools can help you with simple queries and troubleshooting and complex or reoccurring issues can be sent to our Telstra Employee Referral team to be worked out with a case manager.

What can’t it solve?

SNAPP is unable to help solve issues related to:

• Enterprise accounts – please refer the customer to their account manager.
• Employee tools (e.g. SOE Laptop, VMR, Official Service mobiles) 
• In-progress outages (e.g. severe weather events) - please check our outages page located in the links tab of SNAPP before submitting your issue.
• Non-Telstra issues – Make sure your issue is related to a Telstra product or service before submitting. If not, ensure it is raised with the correct telecommunications provider.

What happens to my issue once it’s been submitted through SNAPP?

We send issues lodged through SNAPP to our team of experts, the Telstra Employee Referral team. This team, based out of our 717 Centre of Excellence in Melbourne, is highly skilled and solve complex issues for our customers. They will contact you or your nominated customer within 2 business days.

How long will it take to resolve my SNAPP?

Each issue lodged through SNAPP will have a different resolution time depending on the complexity. Your case manager will contact you within 2 business days from submitting your issue and give you a better understanding of how long it might take to resolve your problem. 

Can I track the progress of my SNAPP?

Yes! We update the status of our snapped issues in the app as well via email updates to the submitter.

We give you updates:

1. When you submit your SNAPP.
2. When there is a Case manager assigned and working on your case.
3. When you or your customer has had the first contact made.
4. When the case manager has identified a fix and is implementing it.
5. When the SNAPP has been closed off.

Who is the SNAPP team?

The team of experts that look after our SNAPP issues, are the Telstra Employee Referral (TER) team. The TER team are based out of our Centre of Excellence at 717 Bourke St, Melbourne. The team are a highly skilled, cross-functional bunch that look after our most complicated issues, such as TER and TIO referrals. 

I haven’t heard back, how can I escalate my SNAPP?

If it has been more than 2 business days since you lodged your SNAPP, you can send us an email at ! TER to request an update. 

What is a Sales Lead?

A Sales Lead is a referral from a Telstra employee for themselves or someone they know to connect with one of our sales teams to have a conversation about a Telstra product or service.

Who can submit a Sales Lead?

All non-sales staff can submit a sales lead if they are not:

• Customer-facing. Ask your 1-up manager for your existing front of house process.
• Wholesale or Network Services (WBU or NSBU) employees.

It’s very important to be aware of your specific SSU responsibilities when submitting a Sales Lead.

Where can I give feedback on the app?

Shoot us an email at ! SNAPP Support Squad. We love feedback and are keen to work together with our people to create the best SNAPP experience possible.

What is Customer Feedback?

Customer Feedback empowers you to send feedback about an experience that you or someone you know has had. This goes to our Experience Transformation and Insights (ETI) Teams who work on improving things for all of our customers.

Will someone contact me about my feedback?

Due to the volume of submissions, we don’t action each piece of feedback individually. Our Experience Transformation teams look at the feedback submitted through SNAPP and pair it with insights from our front of house channels, customer feedback, NPS, as well as complaints and TIO data. 

How do I know my feedback will be actioned?

We post a feed delivered of improvements that come out of our Experience Transformation and Product Innovation teams on our Customer Experience Hub intranet page. If you have access to a secure Telstra connection (Mobile EDN or LAN), you can check them out here.

What is nbn™ help?

We’re in the middle of a national technology transformation in Australia with the roll out of the National Broadband Network. nbn™ Help is a quick and easy way to learn more about or log issues relating to the National Broadband Network. 

What is Talking Telstra?

Talking Telstra is quick and easy talking points on your mobile to help you tackle any questions about Telstra you might come across in conversation. 

What is Report Damage?

Report Damage in SNAPP is a quick and easy way to report broken or damaged Telstra infrastructure.

When will someone fix my reported damage?

One of our technicians will visit the damage site within 24-48hours to ensure that there is no danger to the community. The initial technician will ensure the site is safe and if possible fix the issue. For complicated damage types the fix is likely to be given to a specialised technician type or a contractor for resolution. This means the timeframe to fix can be anywhere from 48 hours to months depending on the priority at the time.

How can I get an update on reported damage?

If you have submitted a damage report, you can call our faults/assurance line on 13 22 03 for an update.