Creating a Help Desk Ticket


To create a Help Desk ticket:


1. Select Help & 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
Enter an email address where the TRONIX support team can contact you.
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. You can attach supporting files and screen captures if needed to help describe the problem.
Phone Number
Enter your contact phone number. Do not use special characters such as the () or -.
Your Company
Enter your company name.
Type
Select the issue type for this ticket:
  • Menu Issue - Select this to report an issue involving a menu template.
  • DMS Pull Issue - Select this to report an issue when performing a DMS pull.
  • Contract Issue - Select this to report an issue involving a contract, such as rate/fee changes, cancel contract corrections, and mileage corrections.
  • Transmittal Issue - Select this to report an issue involving a transmittal (an invoice or a record of sale of an F&I product).
  • Report Issue - Select this to report an issue involving a report.
  • User Setup - Select this to report an issue involving how a user is configured.
  • Dealer Setup - Select this to report an issue involving how a dealer is configured.
  • Technical Issue - Select this to report any technical issue, such as TRONIX not functioning properly, pages not loading properly, or features not working correctly.
  • VIN / Class Issue - Select this to report an issue involving a vehicle's VIN or class.
  • Program / Product Update - Select this to request a program or product update.
  • Feedback/Feature Request - Select this to provide feedback on TRONIX or to request development of a new feature.
Priority
Select the priority for this ticket:
  • Low - Select this for minor issues, recommendations, or general inquiries.
  • Medium - Select this for routine support requests that impact a single user or non-critical software or hardware error.
  • High - Select this 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 this 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.


Reviewing Tickets


When reviewing tickets in the system, take note of the Status field values:

  • Open - Usually a new ticket waiting to be checked in or assigned.
  • In Progress A ticket that is being worked on.
  • Pending A ticket awaiting additional information from the requester.
  • Waiting on Third Party A ticket awaiting additional information from a third party, such as a DMS company or other vendor partner.
  • Scheduled for Future Release A ticket that will be worked on later. This is usually linked to a development issue.
  • Resolved A ticket that has been completed successfully.
  • Closed A ticket that was not completed successfully. This is usually due to a lack of information from the requester.