Support options

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

Depending on your needs, MyGeotab offers many different avenues of support. You can use these options to resolve issues and prevent downtime. You can also use these resources to learn more about features in MyGeotab and access more training content.

The following support options are available through the Support menu:

  • Live chat with Geotab: Connect with a virtual AI agent to ask questions and get answers.

  • Help: Access help directly within the application to learn more about features and workflows and open support and training tickets. View external support options, such as video training content and forum discussions.

  • Contact information: If none of the other support options meet your needs, use the contact information provided by your Partner to access more assistance.

You can also use the Support menu to send feedback, and view what's new in MyGeotab.

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.
    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.

Accessing in-app help tutorials

Learn how to access built-in help tutorials that guide you through MyGeotab and explain common workflows.

You can use in-app tutorials to guide you through workflows such as adding assets or zones, creating rules and routes, and using features such as Trips History.

  1. Navigate to Support > Help in the main menu.
  2. In the Help panel, use the Search bar to search for the workflow you need assistance with.
  3. Select the relevant workflow from the list of available options.
  4. Navigate through the workflow using the in-app prompts.
In-app tutorials automatically close when you reach the end of the workflow. You can revisit them at any time using the Help panel.

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.

Opening a support ticket

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

  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.

Opening a training ticket

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

  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.

External support options

MyGeotab offers a number of external support options to help you find the support content you need.

In addition to the in-app help options offered in MyGeotab, you can access several external support options in the Help panel under Learning.

The following options open resources outside of the platform:

  • Geotab Community: A forum-based help resource where you can ask questions and get answers from other users and experts.

  • Geotab Academy: Structured help content that includes courses, tutorials, and videos.

  • Help articles: Article-style help content available through the Support Center.

  • Product Webinars: Online access to product webinar recordings. You can also sign up for future events using the same link.

Any support option that opens in an external page is shown with an external link icon.

You can access the Help panel by navigating to Support > Help in the main menu.

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.