This article is a how-to guide in creating customer support tickets and how to navigate the Customer Support Tickets Portal.
Note: Raising tickets is limited to group admins and supervisors only.
How To Raise a Ticket
Login to your Rotageek admin or supervisor account on the web application and click the Customer Support button at the bottom of the Menu.
A pop-up should appear on the right side of your screen to show our in-app live support. Once there, scroll down and you should see an option to create a support ticket.
Once you click the Support ticket option you will be presented with this ticket form.
We recommend that you put the following information in the title and description:
Title: A summary of the issue/request you are raising
Description:
If it is an issue e.g. a bug please include the steps that you took for the issue to occur. This will help our customer support team to investigate the issue efficiently and raise the appropriate action.
If it is a request e.g. changing Rotageek configuration or adding new locations to Rotageek. Please provide all of the necessary details of the request.
Choosing a Priority
To help Rotageek prioritise the issues correctly please ensure that you use the correct priority when raising a ticket. If you're unsure what priority set, see below for the guidelines:
Critical (P1) - Major incident affecting critical services with no workarounds; high financial and reputational impact.
Examples: Complete service outage, security breach, payroll system failure
Serious (P2) - Significant degradation of critical services, time-sensitive, moderate-to-high impact.
Examples: Partial outage, performance slowdown, payroll preparation issues.
Moderate (P3) - Limited service impact with available workarounds; moderate severity.
Examples: Minor software bugs, localized issues.
Minor (P4) - Minimal disruption, cosmetic or non-critical issues; no business impact.
Examples: UI glitches, documentation errors, low-usage feature bugs.
Once you have all the details, click the 'Create Ticket' button and you should be prompted confirming the newly created ticket and ticket ID
Tracking your Ticket
Once you have created the ticket you can track this through the in-app support. Just Navigate to the 'Tickets' area or click the 'Recent ticket' button at the top of the support page.
You can track your ticket's status by clicking it. It should show you the current status e.g. submitted, in progress, waiting on you, or resolved
Our support team will reply to your ticket regarding its status, if they require further information, or acknowledgement of the ticket being resolved, so keep an eye on your messages. If you have any questions or concerns about your ticket e.g. asking for a status update, you can send the customer support team a message by clicking the 'Continue the conversation' button, this should show you all of the historical updates to your ticket
Once your ticket is closed. You will be notified and the status of the ticket changed to 'resolved'
Customer Tickets Portal
Note: You will need to be given access to the Customer Tickets Portal. This portal is where you can see all of your company's tickets and information relating to it.
Note: This feature is only available to group admins, not supervisors.
You can access the tickets portal through 2 ways
Through the in-app support, Navigate to the 'Tickets' menu and click the ticket portal button
Login to your Rotageek account, then open a different tab and search for support.rotageek.com and click the tickets portal button
After clicking the link to the portal you will be redirected to the tickets portal page for all of your company's tickets.
You can further filter this to only see your own and only see tickets in a specific state.
You can click the ticket you want and see all the information you need or ask us for an update by clicking the 'Send a message' button.
If you have any questions regarding this guide, please don't hesitate to contact our customer support team by clicking the in-app support button or send us an email at support@rotageek.com