Create a Help Desk Ticket

 

1. Select Help & Support > Support from the left navigation menu. 


 

2. This launches the Help & Support dialog:

 

3. Use the available fields and drop-down lists to enter your TRONIX Help Desk ticket.


Item

Description

Email Address

This will default to your username email address. You can enter a different email address where the TRONIX support team can contact you if needed.

Subject

Enter an appropriate and informative subject for the TRONIX support team. 

Description

Enter a detailed description of the problem. Provide as much information as possible for troubleshooting purposes. 

Phone Number

This will default to the phone number added to your user. Enter a different contact phone number if needed. Do not use special characters such as the () or -. This is a required field.

Company

This will default to your primary dealership set up for your user. Enter another dealership if needed. This is a required field.

Type

Select the issue type for this ticket:

 

  • Menu Issue - Select to report an issue involving a menu template.
  • DMS Pull Issue - Select to report an issue when performing a DMS pull.
  • Contract Issue - Select to report an issue involving a contract, such as rate/fee changes, cancel contract corrections, and mileage corrections.
  • Transmittal Issue - Select to report an issue involving a transmittal (an invoice or a record of sale of an F&I product).
  • Report Issue - Select to report an issue involving a report.
  • User Setup - Select to report an issue involving how a user is configured.
  • Dealer Setup - Select to report an issue involving how a dealer is configured.
  • Technical Issue - Select to report any technical issue, such as TRONIX not functioning properly, pages not loading properly, or features not working correctly.
  • VIN / Class Issue - Select to report an issue involving a vehicle's VIN or class.
  • Program / Product Update - Select to request a program or product update.
  • Feedback/Feature Request - Select to provide feedback on TRONIX or to request development of a new feature.

Priority

Select the priority for this ticket:

 

  • Low - Select for minor issues, recommendations, or general inquiries.
  • Medium - Select for routine support requests that impact a single user or non-critical software or hardware error.
  • High - Select for an issue that is not critical but is significant and affects a single user; or an issue that is degrading the performance and reliability of TRONIX; however, TRONIX is still operational. This issue can be escalated to Urgent if it is not quickly addressed. 
  • Urgent - Select for an issue that is impacting a significant group of users or for a mission-critical issue that is affecting a single user.

Send Feedback

Click this button to submit your ticket to the TRONIX support team. The team will contact you shortly.