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  • Raise a request with Smartrak by using the online Service Desk

  • Requests are directly logged to and managed by Smartrak’s Customer

    Service

    Support Team from here.

How do I

create a request

raise an order?

  • Log in to the Service Desk using your email address and the password you have set.

  • Determine the nature of your request and select the appropriate option. Unless you are an employee of Fonterra, have a Security Monitored device or use PoolCar, this would likely be the 'General' option.

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  • Select Install/Vehicle Swap (note that you should also raise a request for a Deinstall/Deactivate so Smartrak can keep track of the status of your resources)

  • Or select Purchase if you want to raise an order for a Keymaster or other hardware that is not a telematics device.

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  • Complete the fields and enter as much information as possible to help us better assist you with your request. Note, fields with a

ref asterix

  • red asterisk are mandatory

.

Note for unplanned maintenance requests

Important information to provide Smartrak for an efficient resolution

  • Registration Number
  • Local contact person for the tech to talk to
  • Local contact phone number
  • Location of Vehicle

If your company has High Impact and Rollover you will then need to navigate to this instructional page to disable the functionality, once the installer has revisited it will automatically become enabled again

How to disable High Impact and Rollover for maintenance work

    • Summary

    • Description

    • Contact Name (for access to the vehicle)

    • Contact Phone (for access to the vehicle)

    • Maintenance Location (where the vehicle is located)

    • Asset Name

    • Asset Rego (if known and vehicle is already registered, if not known, please supply VIN number from dealer)

    • Make

    • Model

    • Attach any documents of note

    • Share with (only for users who’s company is set up as an organisation in Jira)

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  • Click on 'Send' to have request logged.

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  • You will receive an email with the details of your request.

  • The Customer Support team will raise a quote and will send it through to you for signing/PO.

  • Once returned, the order will be processed.

  • You can view and add comments to your existing Service Requests from the Service Desk. Please see How do I search for previous/closed service desk tickets that I have raised for instructions on how to do this.


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