Archived - Accessing Service Desk and Self Help

PLEASE REFER TO: Service Desk

Quick Introduction to 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 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: The direct link (URL) below - Click on the link below to access the Smartrak Support Centre. Bookmark for future use. 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. To log a Service Request. Click on the Service Request section. 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. You can Review your support requests, click on link at top right hand corner 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 If you cannot find what you need you can click on the Service Request at the bottom to open a service desk ticket.