Raising a Support Request Using the GoZen Support Form

Overview

The GoZen General Support Form is designed to make it easier for you to raise a support request. By following a simple process, you can submit your issue, ensuring a faster and more accurate response from our support team. This article will guide you through the necessary steps to complete and submit the form.

Step-by-Step Guide to Submit a Support Request

1. Access the GoZen Support Form

You can access the GoZen General Support Form using this link.

2. Fill in the Contact Details

Complete the fields under Contact Details:

• Company Name: Enter the full name of your company.
• Email Address: Ensure your email is correct, as all communication regarding the support request will be sent here.
• Phone Number: Provide your contact number. Make sure to select the correct country code.
• Preferred Contact Method: Choose whether you prefer to be contacted by phone or email.

3. Provide Support Details

In the Support Details section, fill out the following:

• Subject: Give a brief, clear summary of the issue.
• Issue Category: Select the appropriate category that best describes your issue.
• Product Type: Choose the relevant product or service experiencing the issue (e.g., ZenduCAM, Geotab).
• Serial Number/ID (If Applicable): If your product has a serial number, include it for easier identification or the vehicle details.
• Description of Issue: Provide detailed information about the problem, including:
  
  • What went wrong?
  • Any error messages?
  • Steps that triggered the issue.
• Troubleshooting Steps Taken: Mention any actions you've already taken to try and resolve the issue.
• Urgency Level: Select the level of urgency based on the impact of the issue (e.g., low, medium, high).

4. Attach Supporting Files

If you have any relevant files, such as screenshots or logs that may help resolve the issue faster, you can upload them:

• Attachments: Add up to 20MB of additional files, such as log files or documents.
• Image Upload: Upload relevant images or screenshots (Max 20MB).
• Video Upload: Upload relevant video files that may help illustrate the issue (Max 20MB).

5. Submit the Form

Once all the necessary details are filled in, click on the Submit button at the bottom of the form.

What Happens Next?

After submission, you will receive an automated confirmation email and details of your support request. A support agent will contact you based on your preferred contact method.

Tracking Your Support Request

You can track the status of your support ticket by:

• Checking Your Email: All updates related to your support ticket, including responses and resolutions, will be sent to your provided email.
• Replying to Your Ticket: If you have additional information or need to follow up, simply reply to the email thread associated with the ticket.
  

FAQs

1. How soon will I get a response?

Our typical response time is within 2-4 working hours, depending on the urgency of the issue.

2. Can I edit my request after submitting it?

Once the request is submitted, it cannot be edited. However, you can respond back to the support ticket to add more information.

3. What if my issue is urgent?

For urgent issues, be sure to select the highest Urgency Level on the form. You can also escalate the issue by replying to the ticket confirmation email or contacting support via phone.

4. Is there a limit on the number of attachments?

Yes, each attachment should not exceed 20MB. For larger files, you may upload multiple attachments.

By following these steps, you’ll be able to efficiently raise and track support requests through the GoZen General Support Form. Our support team is always ready to assist you in resolving any issues you encounter.