Overview

TZA's Customer Service Portal allows customers to easily request support, monitor support progress, and interact directly with support staff. It also provides a consolidated history for each support request avoiding the hassle of searching through emails to establish the progress on an issue. All status updates and comments are automatically included in an email with a link to the support ticket.

Login

The portal can be accessed at  http://servicedesk.tza.com:8097/servicedesk/customer/portals and requires a login provided by TZA to access. Contact protracksupport@tza.com to request access. Each user is required to login. A username and password will be provided and you will be able to change your password after login on your Profile.

If you forget your password, an automated password reset email can be generated from the Forgotten your password? link or TZA can reset your password for you.

 

 

TZA Customer Service Portal Homepage

From the Customer Service Portal homepage, you can request support for the warehouse product, manufacturing product, or driver's product. You can also make feature requests for any of the products. Feature requests will be reviewed and prioritized among other road map features by TZA's development staff.

In the blue title, you can access your My requests page, your profile for editing your information or changing your password, and logout.

Making a Request

When making a request, please provide:

  1. A brief one sentence summary of the support request.
  2. A detailed description of the question or issue. Include in the details any information needed to reproduce or locate the data that may be related to the support request.
  3. The screen that is related to the support request. If there are multiple, they can be included in the details section.
  4. Any screenshots, logs, or other files that relate to the support request. There is a size limit of 10MB for attachments, compress any larger files. If a file cannot be attached, TZA support will coordinate the file transfer via a different method if necessary.

Click Create to complete your request.

 

 

 

The newly created request will display all of the entered information. The status of the request will be displayed at the top of the request. The initial status for all requests is WAITING FOR SUPPORT.

The statuses for a request are:

  1. WAITING FOR SUPPORT - TZA support has been notified of the support request, but has not yet started progress on the request.
  2. IN PROGRESS - TZA support is working on the support request.
  3. WAITING ON CLIENT - Additional information is needed from the reporter. Look for comments on the support request from TZA support explaining what is needed.
  4. WAITING ON DEVELOPMENT - Additional assistance is needed from the TZA development staff.
  5. DONE - TZA support has completed the support request.

You can also add comments on this page to provide any additional information or to respond to TZA support.

The Reference: SUP-XXXX number in the upper right should be used when communicating with TZA support outside of the Customer support portal as that is the fastest way to locate the support request.

My requests

My requests is accessible via the title bar at all times. It includes the number of open requests that you currently have. It will show open requests by default, but you can also view closed requests or search for requests that you have made.

You will receive an email notification anytime your request is commented on or the status is updated.