Submit a Technical Support Ticket

How to Submit a Tech Support Ticket

Get the help you need when something doesn’t work as expected.

Table of Contents

1. Introduction
2. How to Submit a Tech Support Ticket
   • Option 1: Email Support
   • Option 2: Submit via the Web App
3. When to Submit a Ticket
4. Why Reporting Issues is Important

Introduction

Purpose

This document will guide you through the process of submitting a tech support ticket to ensure that any issues you encounter with GroupTrack CRM are addressed promptly and effectively.

Scope

This guide applies to all GroupTrack CRM users who experience technical issues or unexpected behavior while using the platform.

How to Submit a Tech Support Ticket

Option 1: Email Support

• You can submit a support ticket by sending an email directly to our support team at [email protected].
• In your email, be sure to include:
  • A clear description of the issue.
  • Any error messages or screenshots that might help the support team understand the problem.
  • A loom video of what you are doing when experiencing the error.
  • Your account details (email address you used to sign up with GroupTrack CRM) and the account owner (if you're a team member).

Option 2: Submit via the Web App

• Log in to your GroupTrack CRM account.
• Click on the “?” icon located in the bottom right-hand corner of the web app.
• A support form will pop up where you can describe the issue you’re experiencing.
• Include as much detail as possible, such as steps to reproduce the issue, screenshots, and any error messages.
• Submit the form, and our support team will be notified immediately.

Whichever method you choose, our support team is here to help you resolve any issues quickly and efficiently.

When to Submit a Ticket

• Anytime something doesn’t work as expected: If you encounter any issues, glitches, or unexpected behavior while using GroupTrack CRM, submit a ticket immediately.
• Version Compatibility: Keep in mind that there are over 1,000 versions of Facebook and Instagram active at any given time. It’s possible that you may be using a version that we have not yet coded for.
• Importance of Reporting: While we test every feature daily, your feedback is vital. If something isn’t working for you, let us know ASAP so we can review and build code for your version.

Why Reporting Issues is Important

• Continuous Improvement: Reporting issues helps us maintain and improve GroupTrack CRM. By alerting us to problems, you’re helping us ensure that the platform works seamlessly for everyone.
• Version Updates: Facebook and Instagram frequently update their platforms, sometimes affecting how GroupTrack CRM functions. Your reports enable us to stay on top of these changes and adapt our code accordingly.