Support Cases just got easier!

The thought of opening a support case can be frustrating.  We have all had a bad experience dealing with a support issue online at some point.  Fleetistics is determined to simplify and streamline the Support process.  For that reason we continue to make improvements.  Our goal is easy to use and efficient in solving any issues that come up.  If you have not yet used the support system, this post will walk you through step by step.  Knowing what to expect and when to respond allows us to deliver the best possible service.

Our support system resides within MyFleetistics.  It is connected to your database, so you don’t have to look up serial numbers and device details.  Vehicle information is automatically sent into the ticket system for you when you launch a ticket from the Device Status table as shown below. 

Never Wait On Hold Again

By submitting a support case online you can “fire and forget” and know that the case is time / date stamped for accountability for a rapid response. Fleetistics will investigate the issue and respond by posting information to your MyFleetistics portal case list. There is not need to call for an update, just check the portal. Everything is documented and you can go about your day. The more details you provide and the more troubleshooting you do prior to submitting a case, the faster the process. For troubleshooting steps click here.

Opening a Support Case

Accessing the Device Support System

 

After logging into MyFleetistics, click Analytics, then Dashboard Device Status.  A list of your devices populates, color coded to identify devices that may have issues.  First, find the device that you want to open a case for, and click the flag to the right of the device information.  

 

Opening a Support Case

Next, Complete the Brief Support Case Form

Not a vehicle or device issue?

If your support case is not about a device issue, simply click the cross icon in the top right corner of the window or navigate to Help Center > Support and select “Open Support Case” to open the form without specific device information.

Alternate path to open case

Select the category of the issue from the pre-populated list.

Open a support case

Now, Add Your Case Comments

In the comments section tell us what you have done to identify or resolve the issue.  Clearly, we must go through a series of troubleshooting steps.   Knowing what you have already done moves us past those steps.

A screen shot or image of an unusual occurence is always helpful.  Don’t forget to attach the file. 

Finally, be sure to verify your email address and add the best phone number best time to call if we need to speak with you.

Open a support case

You have successfully opened a support case.

Support Case is now open

Case Confirmation Email

Once a case has been opened you will receive an email confirmation as in the image below.  The email contains a link to your case.  Each time a case is updated, you will receive another email notification so you know it is time to view and respond. 

Inside the case you can add additional details, upload images, and respond to questions the Support Reps ask through the linked form.  Replying to the email will not record your response in the case, so always use the link in the email to add your response directly to the case.  All of the history  is then recorded in the case.  You can also check on the status of a case at any time by navigating to Help Center > Cases .

Case Acknowledgement Email

Example of the Support Case in MyFleetistics

Typical Support Case Documentation

In the example below, Support requests the client’s agreement to the RMA terms prior to returning the device for testing.  The pdf RMA terms document link is in the email and in the case itself.  It contains the details on where to send the device, what happens next, and has some helpful links to other documents as well.  After reading the document it is time to acknowledge it in the Support Case system.  Working from the email, it looks like this.

Support Case agreement

The Response to the Case is now logged and time/date stamped.

As more action is taken, everything is documented while the problem is being solved.  Here is the case after a few more entries.  There is no question about who is doing what, or if we are making progress. 

Support case progress
GEotab GO9 GPS Vehicle Tracking
Fleet Management Platform
Mobile Phone GPS Tracking App
Fleet Weather Service
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