Member Support Help Desk Solution ComTrax, LLC. 18450 N. 46 th Drive Glendale, AZ. 85308 (800) 729-3083 1 P a g e
The following instruction set will show how to use the ComTrax, LLC. Member Support Feature to receive Technical Support for any issues you may be having. There are three (3) ways options for obtaining Technical Support. They are: Option 1: Phone Support Call us during normal business hours at (800) 729-3083 and press # 2. Option 2: Email Support You can access our Support Feature through email by sending an email to the following email address directly: support@comtraxs.com Option 3: Member Support (Recommended) The Member Support Feature can be accessed by using the top level menu of the ComTrax, LLC. Website. Click on the Member Support Menu Item pictured below. 2 P a g e
Option 1: Phone Support Phone Support can be used any time during normal business hours. The hours we are open are listed below: Monday Friday: 8:30am 6:30pm Eastern Saturday Sunday: Phone Support Closed Major Holidays: ComTrax, LLC. Closed To obtain support after hours, on weekends or holidays, use Option 2 or 3. Support is limited during these times and will be answered in the order they are received. Your patience is appreciated. 3 P a g e
Option 2: Email Support Email Support can be accessed at any time during the day or night, 24/7 365 by sending an email directly to the following email address: support@comtraxs.com Simply create an email as you normally would providing as much detail in the email body as possible describing the issue you are having. Sending an email will automatically create a ticket in our Support Application. A qualified Support Engineer will respond to your request directly through email as they work to resolve your issue. 4 P a g e
Option 2: Email Support (continued) As the Support Engineer updates your issue, you will receive emails letting you know of their progress until the issue has been resolved. Once a Support Engineer has responded to your email, you can add additional information by simply replying to their email. You will be notified of any progress as well as when the issue has been resolved directly through email. Note: Sending another email not in the email chain of an existing issue will create a new Ticket. 5 P a g e
Option 3: Member Support (Recommended) Using this option is recommended if you would like to track all of your open issues using your own personalized access to our Help Desk System. Using the Member Support option, you are able to Submit New Requests or Check on previously submitted tickets to view progress or update existing tickets. To access this option, click on the Member Support menu item at the top of the screen. You will be brought to the Member Support Page where you will have two options. Note: If you are using the Member Support Feature for the first time, when you submit your first ticket, you will receive an email that will help you create an account to enable you to view current and future tickets and their progress. 6 P a g e
Option 3: Member Support (Continued) Submit Request When you click the Submit Request Button, you will be brought to a Support Form where you can enter the details of your issue. When you are finished, you can click the Submit Request Button at the bottom of the form to complete your request and create a ticket. 7 P a g e
Option 3: Member Support (Continued) Submit Request (Continued) When you submit your first ticket using the Member Support Form, you will receive an email that will enable you to create a password and provide you with a link so you can log into the system to view your current and future tickets, along with any updates made by Support Engineers as they work to resolve your issues. There will be two links that will be shown in the email you will receive. The first link will take you to a form that will allow you to create a password so you can log in and view all of your tickets. The second link can be used to log into the Help Desk System (using your email address and newly created password) to view your existing tickets and any updates. 8 P a g e
Option 3: Member Support (Continued) Submit Request (Continued) Create Password Click on the first link shown in the email you should have received when you submitted your first ticket to the ComTrax, LLC. Member Support Help Desk. You will be taken to a form where you can create a password. Either use the default password shown or type in your own on the form shown below. MAKE SURE YOU REMEMBER YOUR PASSWORD. 9 P a g e
Option 3: Member Support (Continued) Check your Existing Request Using Option 3, you can click on the Check your Existing Request Button to view tickets you have previously submitted. If you are not logged into the system, you will be brought to a login screen. Simply enter your email address and the password you created in the previous step. Once you are logged into the system, your existing tickets will be visible. 10 P a g e
Option 3: Member Support (Continued) Check your Existing Request (Continued) When you have properly logged into the system, you will see a list of any existing tickets as shown below. You will see a complete listing of all of your tickets which include Unsolved (Open), Pending, and Solved (Closed). To view the details of any ticket, simply click on the desired ticket from the list above. 11 P a g e
Option 3: Member Support (Continued) Check your Existing Request (Continued) You can interact with and provide additional information or updates to any existing Unsolved (Open) OR Pending ticket using the form that is shown when you click on any ticket. Simply click the Submit Button shown above to complete the process and submit your changes to the open ticket. Note: You will receive an email each time there is an update to your tickets. That includes changes you submit using the form above or changes and updates that a Support Engineer makes. You can also reply to the emails that are sent to update tickets. For more information on this process, see Option 2: Email Support above in this manual. 12 P a g e