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Quick Introduction to Smartrak’s New Customer Support Portal the Smartrak Support Centre


Section

Description

WHY

  • Easy to use Support Portal providing single point of contact for your support requirements.
  • Requests are directly logged to and managed by Smartrak’s Customer Service Team.
  • Provides you with real-time updates of completed events, until request is completed and closed.
  • Linked to Smartrak’s customer facing Knowledge Base/WIKI, ‘Confluence’ Self Help

WHAT

  • Smartrak Support Portal Centre is a web-based online support desk.
  • Log & view your service support requests.
  • Service event updates are emailed to you when changes are made. Click on link in email to review.
  • Access to ‘Confluence’ a self help database similar to Wiki

HOW

You can access the Support Portal via two means:


  1. The direct link (URL) below
  • Or if you have access to Smartrak Admin (i.e. you have a Admin log on) you click on the 'Service Desk' in the right hand list of Quick Link options.

    •  

     

    1. - Click on the link below to access the Smartrak Support
    Portal
    1. Centre. Bookmark for future use.
    Service Desk

    Smartrak Support Centre


    2. Or if you have access to Smartrak Admin (i.e. you have a Smartrak Client Admin

    log on

    login) you click on

    the

    'Service

    Link

    Desk' in the right hand list of Quick Link options.

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    • To log a Service Request. Click on the
    Support
    • Service Request section.
    Complete support request form.

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    • Find an answer to your question. You can use the ‘Find a solution’ in the Service Portal or use link below to view the full ‘Confluence’ system.

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    https://smartrak.atlassian.net/wiki/display/SCP/Smartrak+Customer+Self+Help

     

     

     
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    Complete the Service Request form.

    Compulsory fields are:

    • Summary
    • Country
    • Description

    All other fields are optional. The more information you can supply the better, but Smartrak will come back to you if further information is required.

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    • You can Review your support requests, click on link at top right hand corner

  • DO NOT REPLY TO JIRA SYSTEM EMAILS AS THEY ARE SYSTEM GENERATED! You will need to log in to the Service Desk to respond.

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    • If you need to find out more information from here, you can click on Support Center just above Requests which will open the link to the Customer Self-help portal

    Start typing in the key word you wish to search and the help articles will appear below

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    If you cannot find what you need you can click on the Service Request at the bottom to open a service desk ticket.