Raising and tracking issues through the platform
Q. How do I raise a ticket?
Step 1: Select the ‘Support’ module from the side navigation menu, and click on ‘Helpdesk’. A dashboard will appear with all your past support tickets.
Step 2: To raise a new support ticket, click ‘New Ticket’ on the top-right of the dashboard.
Step 3: Select the Issue Category and Issue Sub Category of the problem you are facing from the respective drop-down menus, and click ‘Next’.
Step 4: Select the vehicle in which the device is installed from the drop-down and give a detailed description of the problem or issue you’re facing with you device or app.
Step 5: You can also add images, PDF, or CSV of the issue you’re facing. Uploading these attachments will help the LocoNav Cares team to provide you a faster resolution.
Step 5: Click ‘Raise Ticket’.
This way you can raise as many support tickets as you like.
Q. How can I give feedback on the resolution provided against a support ticket?
Step 1: Select the ‘Support’ module from the side navigation menu, and click on ‘Helpdesk’. A dashboard will appear with all your past support tickets.
Step 2: Each ticket has five blank stars next to it. Hover over the number of stars you want to rate the resolution, and click to confirm the rating.
Step 3: Fill the short feedback form that you are provided with. This will help us understand what you liked and how we can improve!
Step 4: Click ‘Submit Feedback’.
This way you can give feedback on resolutions of your past tickets.
Q. How can I reopen a resolved ticket?
We strive for utmost satisfaction while solving any and all issues you face as we understand the importance of time and efficiency. Our dedicated LocoNav Cares team is committed to addressing any concerns you may encounter. In case you are not satisfied with the solution provided, you can reopen your ticket and our team will get reach out to you.
Step 1: Select the ‘Support’ module from the side navigation menu, and click on ‘Help Desk’. A dashboard will appear with all your past support tickets.
Step 2: Click the ‘View’ option for the ticket you would like to reopen.
Step 3: Click ‘Reopen Ticket’ on the top-right of the pop-up.
Step 4: Provide us with a description of the issue you are facing, so that our team can get back with the best possible solution.
Step 5: Click ‘Reopen Ticket’.
This way you can reopen past tickets if you are not satisfied with the resolution given.
Q. How can I add comments on a ticket?
Step 1: Select the ‘Support’ module from the side navigation menu, and click on ‘Helpdesk’. A dashboard will appear with all your past support tickets.
Step 2: Click on ‘View’ option for the ticket on which you would like to add a comment.
Step 3: You can add comments in the box under the Comments section.
Step 4: Click ‘Send’ to add the comment.
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