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NEED HELP?
Your first point of contact should always be your production team or line manager. After that, you could contact IT support, HR or Finance directly, depending on the issue.
IT Support
The IT support team aims to keep our computer systems running smoothly. They help protect our highly valuable data, and serve our administration teams, creatives and producers so that they can work seamlessly and without delay.
To get IT support, start by logging in to
You can use your Triggerfish Google account to login, and once in, simply start by submitting a new support ticket. Have a look at this Freshdesk Guide If you need help.
You can track your ticket once submitted, either via the Freshdesk webpage, or via the issue-specific email thread.
Here are two examples of common response times we aim for:
Need your remote computer rebooted?
We aim to responded to these tickets within 30 minutes of receipt.
Have an urgent or high priority issue?
We aim to responded to these tickets within 24 hours of receipt.
If no response has been received in these timeframes, please reply to the email thread and copy in Jaco Prinsloo & Sarah McQuire requesting a turnaround time or follow-up.
Updates from the IT Team
Important updates are sent through the Discord channel IT#announcement. The message will be addressed to ‘@here’ and an email will be sent out at the same time. Discord will be updated at periodic intervals until the matter is resolved.
HR Team
If you have any questions regarding your contract, payment terms, leave or payslips then HR is here to help. You can send an email to HR@triggerfish.com to get in contact. The HR Team will also facilitate any grievance procedures, although your first point-of-call should always be your production team.
Animation takes a long time to make and, naturally, a lot of life happens during projects.
Sometimes you may need a little extra support and in that event, production and HR are here for you. We can discreetly organise the kind of support you need, including professional counselling by an external facilitator.
Accounts Team
The Accounts Team works very hard behind the scenes to keep our business accounts and projects budgets up-to-date. Personal pay-related queries should go to the HR team first. They will then direct your query to the correct person in accounts.
However, if you have any project-related or expense queries, simply email accounts@triggerfish.com.
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