Support Document

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Dec 02, 2021

Understanding Support Services

Introduction

Support Services is a full-feature Support platform available directly through your Fleet Management Application. With Support Services, users can interact with Support, Training and Success professionals to get help, resolve issues,receive training on using the Fleet Management and Mobile Applications and participate in ongoing engagement to drive continued customer ROI — all without leaving the application.

Support requests can be made by submitting a ticket, or by connecting with an Agent through the Live Chat feature. When a ticket is submitted, users can follow the resolution workflow and provide input where needed. Geotab provides support 24 hours a day, 7 days a week. We provide support in English, Spanish and French (French support excludes Canadian holidays).

Training requests can also be made by submitting a ticket. Users can choose from a suite of self-paced onboarding workflows, or may be offered personalised one-to-one training with an Implementation Specialist. Once a ticket is submitted, users are connected with a training specialist who will customise and schedule training at the user's convenience. Customers will also receive proactive communications including emails and phone calls from Training and Success teams focused around using fleet management to make their business better.

By centralising access to technology and training providers, Support Services provides a single, compact view of tickets, allowing users to search, sort and filter tickets directly in the Fleet Management Application.

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Notes:

  • Only tickets submitted using the Support Services feature will be displayed in the application. Requesting assistance using the Live Chat feature or by contacting an Agent via telephone will not generate a ticket in Support Services. Rather, your request will be logged by an Agent and status updates issued by email. You can contact a Support Agent at any time with questions or to request additional assistance.
  • To use the Support Services feature, you must be an Administrator with the Administer support and training tickets sub-clearance. You can access sub-clearances by selecting the Administrator clearance, then selecting the sub-clearance under Access to feature. As an Administrator, you can grant access to Support Services to other users.
  • This guide assumes you have an understanding of the features and capabilities of the Fleet Management Application. To use other features of the application, please refer to our Fleet Management Application Guide.

Request Support

There are 4 ways to connect with Support:

  1. Geotab’s Community Website: Find documentation and videos, ask questions, join the community.
  2. Live Chat: Connect instantly with a Geotab Support agent.
  3. Open a Support or Training request ticket.
  4. Call your 24/7 support toll free number. Listed in the Community website.

How to Access from Within the Community Site:

  1. Open Community.geotab.com
  2. In the top right corner, click “Support”
  3. From the dropdown, choose Customer login.
  4. Enter the MyGeotab username and password. (must be a valid email address)

How to access Live Chat from within MyGeotab:

  1. Log into the MyGeotab database.
  2. Under “Getting Started & Help”, click “Support”.
  3. The Support menu will include an option for “Live Chat with an Agent”.

Adding Support Tickets

To add a support ticket, follow the steps below:

1

Navigate to Getting Started & Help > Support… > Support Tickets from the main menu.

2

If this is the first time using Support Services, you will need to review and acknowledge the Support Service Information.

3

On the Support Ticket page, click the Add support ticket button and complete the required fields (marked with an asterisk).

4

If you have a vehicle to attach to the ticket, toggle Connected to vehicle to Yes and select the appropriate asset.

5

Click Save ticket. The system assigns a case number to the ticket, adds it to the Support Agent's queue, and sends a confirmation email to the requester.

6

To view the ticket, select the ticket link on the Support Tickets page. If required, add additional comments or vehicles and click Save.

7

When the Support Agent updates the ticket, the system sends a confirmation email to the requestor. Select the ticket link to view the Agent's comments.

8

At any time, click the Live Chat button to chat with a live Agent.

9

To track the status of the ticket, locate the status column on the far right of the Support or Training Tickets list. The lifecycle of the ticket includes four statuses that are accompanied by an email notification each time they are updated:

  • New
  • Pending
  • Hold
  • Solved
  • Closed

10

When the issue has been solved, enter comments and click Solve ticket to return to the ticket queue. The status of the ticket changes to Solved. If you do not enter comments, the application will remind you to do so.

Request Training

You can request training directly from the fleet management application by adding a Training Ticket. When you add a Training Ticket, your request is reviewed and scheduled accordingly by an Implementation Specialist.

Adding Training Tickets

To request training, follow the steps below:

1

Navigate to Getting Started & Help > Support… > Training Tickets from the main menu.

2

If you have not already done so, review the Support Service Information and click OK to continue.

3

On the Training Ticket page, click the Add training ticket button and complete the required fields (marked with an asterisk).

4

Click Save ticket. The system assigns a case number to the ticket, adds it to the Implementation Specialist's queue, and sends a confirmation email to the requester.

5

The Implementation Specialist schedules the training and advises the requester.

6

To view the ticket, select the ticket link in the Training Tickets page. If required, add additional comments or other training interests and save the ticket.

7

Repeat steps 7 to 9 in Adding Support Tickets to view updates, chat with an Agent, track the status of a ticket or contact Support directly.

Searching, Sorting and Showing Tickets

To search, sort or show your Support or Training Tickets, follow the steps below:

1

Navigate to Getting Started & Help > Support… from the main menu.

2

Select Support Tickets or Training Tickets as desired.

3

To search for a ticket, type the name or partial name of the ticket in the Search field and press Enter.

4

To sort tickets, click Sort by: Title and sort by Title, Date, Type (Training Tickets only) and Status.

5

To show ticket types, click the Show: All dropdown menu and show All or Active tickets.

Translated Versions:

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