Through the Trackman Portal users that are linked to a facility can now create, manage, and review customer support cases.
- To access, log into the portal as a facility.
- From there, you should see an option named Support Cases on the left column of the portal.
If chosen, you will be brought to the Support Cases page. You will see support ticket information that includes:
- ID (Ticket #)
- Created By (The user who the support case is created from)
- Subject
- Creation Date
- Last Update
- Status
You can create a case by selecting to do so on the top right, in orange.
Categories of Request include:
- Apps & Web
- Booking & Payments
- Golf Portal
- Hardware
- TPS
- Other
Choosing the correct category allows the support team to focus on the correct subject of the request. If none of the given categories fit the issue’s description, don’t hesitate to select Other, and explain.
You are also given the opportunity to input the information of the request as well as import any media that you may find helpful.
When you click into a ticket, you will be able to see the recent history of the case. This includes:
- All communication between user and Trackman support
- Creation history
- Last activity time frame
- Requester (who created the ticket)
- All attachments shared between all parties
This section of the portal is helpful for all facilities and gives customers the clarity of where support cases for their location stand. It also is a great place for logging issues, specifically for the facility. Although you still have to respond to Trackman support via email or phone, having all of the linked support cases in one place keeps business management clearer than before.
If you are noticing that there are support cases or issues that seem to be in the wrong place, or an update on a support case that is not correct (not resolved, wrong contact, etc.), please reach out to Trackman Support.