Support options

MyGeotab offers support options to help you learn more about features, resolve issues, and get answers to your questions.

Depending on your needs, MyGeotab offers several ways to resolve issues, learn about features, and access support resources.

The options available in the Help panel can vary by environment and account eligibility.

To open the Help panel, navigate to Support > Help.

The Pendo Resource Center can include the following options:

The Help panel can include the following options:

  • Help Articles: Browse help content about MyGeotab features and workflows.

  • Learning: Access training resources and learning content.

  • Know Issues: Review known product issues and their current status.

  • Live Chat: Start a chat with Geotab Support when the option is available for your account.

  • Send Feedback: Share feedback about the product.

  • Contact Information: View the support contact information provided by your Partner.

  • About: View information about the application.

  • Help Articles: Browse help content about MyGeotab features and workflows.

  • Learning: Access training resources and learning content.

  • Known Issues: Review known product issues and their current status.

  • Live Chat: Start a chat with Geotab Support when the option is available for your account.

  • Send Feedback: Share feedback about the product.

  • Contact Information: View the support contact information provided by your Partner.

  • Open a training request: Open a request for training assistance.

  • Open a support request: Open a request for support assistance.

Note:

The available Help panel options depend on the environment, account eligibility, and current product rollout.

Starting a live chat conversation

Learn how to access support by starting a live chat conversation with a virtual AI agent.

  1. Navigate to Support > Live Chat with Geotab in the main menu.
    Result
    This opens the Live Chat popup window.
  2. Select your region.
  3. Select the language that best suits your needs.
  4. Ask your question in the message box and press Enter to send.
The chat experience will connect you with a live agent if needed to answer your questions. At the end of your conversation, you can ask your agent for a transcript of your chat conversation. You can also access a live agent at any time by typing Agent in the message box.

Accessing in-app help articles

Learn how to access help articles that explain MyGeotab features and workflows.

Help Articles provide in-app guidance for common MyGeotab features and workflows.

  1. Navigate to Support > Help in the main menu.
  2. In the Help panel, select Help Articles.
  3. Browse or search for an article about the feature or workflow you want to learn more about.
  4. Select an article to open it and follow the instructions.

Return to the Help panel at any time to access Help Articles and other available support resources.

Waypoint webinar sessions

Geotab offers webinar sessions via Waypoint to help you find more information about common topics.

Webinars offered via Waypoint can help provide additional training for certain features in MyGeotab, Geotab Drive and for products including camera, GO devices, and GO Anywhere devices.

You can browse resources by product type, content type, level, and applicable feature using the Filter panel on the left side of the page. Click any webinar to open the registration page and submit your details.

You can access Waypoint webinars here.

Support tickets

Support tickets allow you to contact Geotab for help in solving specific issues in MyGeotab.

Opening a support ticket connects you with the right resources to get help for your questions and issues with MyGeotab.

To access this feature, navigate to Support > Help in the main menu and select Open a support request in the Help popup.

The Support Tickets page organizes all of your support tickets, both open and resolved. You can use the page to:

  • Locate particular tickets using the search bar or by sorting the page.

  • Open a new support ticket using the + Ticket button.

  • Review your open tickets by setting the Show filter to Active.

Note: The ability to view support and training tickets within MyGeotab is limited to tickets created directly through your database. Tickets initiated via phone or chat are not currently visible within the database interface.
Important: Support cannot modify your user data on your behalf. Contact an Administrator on your database, or contact Support for guidance.
Important: If you receive the error We are having trouble identifying your user credentials, this may indicate a duplicate user account. Contact Support to request a duplicate database check.
Important: If you receive the error Support Services, including training tickets, are not supported for current user or Support Services, including training tickets, are not supported for your database, your user account may be linked to a MyAdmin account.

Opening a support ticket

Learn how to create a support ticket to help solve an issue you're experiencing in MyGeotab.

Before you begin: Users require the Administer support and training tickets security clearance to be able to access the option to create support tickets in the Help menu.

  1. Navigate to Support > Help > Open a Support Ticket in the main menu.
  2. Click + Ticket.
  3. Enter a Title for your ticket.
  4. Use the Business impact dropdown menu to select a severity level for the issue.
  5. Indicate whether the issue is associated with a particular asset or assets using the Connected to vehicle toggle.
    1. If you selected yes, then select the affected asset from the Device dropdown menu. Use the Filter by group dropdown to narrow the assets.
      Note:

      If the issue affects multiple assets, add the associated device serial numbers or asset names in the Comments field.

  6. Optional: Add an attachment by dragging and dropping a file, or browsing your device.
  7. Enter any relevant and necessary information in the Comments field regarding the issue.
  8. Click Save ticket.
A Support agent will contact you through email.
Note:

You can select your ticket from the list on the Support Ticket page, and click Solve ticket if you discover a resolution before a Support Agent reaches out to you.

Training tickets

Training tickets connect you with training specialists to help you learn more about MyGeotab.

You can access specialized training resources through MyGeotab using training tickets. Opening a training ticket connects you with a dedicated specialist who can help provide the training or support you need to successfully leverage MyGeotab.

To access this feature, navigate to Support > Help in the main menu and select Open a training request in the Help popup.

The Training Tickets page organizes all of your training tickets, both open and resolved. You can use the page to:

  • Locate particular tickets using the search bar or by sorting the page.

  • Open a new support ticket using the + Ticket button.

  • Review your open tickets by setting the Show filter to Active.

Your Training Specialist will email you within 24 to 48 business hours to schedule training and discuss your request.

Note: The ability to view support and training tickets within MyGeotab is limited to tickets created directly through your database. Tickets initiated via phone or chat are not currently visible within the database interface.

Opening a training ticket

Learn how to open a training ticket to learn more about features in MyGeotab.

Before you begin: Users require the Administer support and training tickets security clearance to be able to access the option to create training tickets in the Help menu.

Note: Before opening a training ticket, check to see if the training you need is offered via webinars. You can access our available webinars via Waypoint. Learn more about Waypoint here.
  1. Navigate to Support > Help > Open a Training Ticket in the main menu.
  2. Click + Ticket.
  3. Enter a Title for your ticket.
  4. Select the Length of training you need.
  5. Select the Type of training you'd like.
  6. Enter any Other training interests you have.
  7. Indicate your name, Company name, and email in the provided fields.
  8. Add any additional Comments.
  9. Click Save ticket.

Allow 24 to 48 business hours for your dedicated Training Specialist to contact you via email to schedule the training and discuss your request.

Viewing the status of your training ticket

Learn how to view the status of a training ticket in MyGeotab.

  1. Navigate to Support > Help in the main menu and select Open a training request in the Help popup.
  2. Locate your training ticket in the list:
    • Use the Search field to search for the ticket by name.
    • Use the Sort by dropdown to sort the page by date or status.
  3. Review the ticket status in the last column on the right.
MyGeotab currently does not support reopening training tickets. If you need additional training on a feature or topic, you'll need to open a new training ticket.

Additional support

The Contact Information page in MyGeotab provides contact details you can use when other support options have failed.

If you require more assistance beyond the in-app support options in MyGeotab, you can use the details on the Contact Information page to access more support.

The Contact Information page is designed to show you the support options available to you. These include the email and phone options provided by your Partner.

They may also include additional support options, such as opening support or training tickets. Not all users may have access to these options.

They may also include Open a support request and Open a training request. Not all users may have access to these options.

Important: Geotab Support Services are not directly available in Europe. European users should contact their Partner Account Manager for assistance.

External support options

MyGeotab provides support resources through the Help panel.

The Pendo Resource Center provides access to support resources from the Help panel.

The Help panel provides access to support resources.

The following options may be available:

  • Help Articles: Article-style help content about MyGeotab features and workflows.

  • Learning: Training resources and learning content.

  • Know Issues: Information about known product issues.

  • Help Articles: Article-style help content about MyGeotab features and workflows.

  • Learning: Training resources and learning content.

  • Known Issues: Information about known product issues.

  • Live Chat: Start a chat with Geotab Support when the option is available for your account.

  • Send Feedback: Share feedback about the product.

  • Contact Information: View the support contact information provided by your Partner.

  • Open a training request: Open a request for training assistance.

  • Open a support request: Open a request for support assistance.

Open the Help panel by navigating to Support > Help.

Note:

The available resources depend on the environment and account eligibility. Options such as Live Chat, Send Feedback, Contact Information, Open a training request, and Open a support request may also be available in the Help panel.

Sending feedback to Geotab

Learn how to send feedback to Geotab directly within MyGeotab.

  1. Navigate to Support > Send Feedback in the main menu.
  2. Answer the follow required questions in the feedback panel:
    1. What did you come here to accomplish today?
    2. Were you able to accomplish this?
    3. What feedback would you like to share?
  3. Add your email address if you would like to be contacted about the feedback you're sharing.
  4. Click Submit.
You will only be contacted regarding your feedback if you added your email to opt in.