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PLEASE REFER TO: Service Desk

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 - Click on the link below to access the Smartrak Support
Portal
  1. Centre. Bookmark for future use.
https://smartrak.atlassian.net/servicedesk/customer/portal/3

Smartrak Support Centre


2. Or if you have access to Smartrak Admin (i.e. you have a Smartrak Client Admin login) you click on 'Service 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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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

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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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  • 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.