Where can I find help?

Technical Support is available only to system administrators and account holders; please note that we can only support users with a valid, active account.

If you are an end-user or non-administrative employee, please contact your system administrator. 

TrackTik’s Support Services are provided either via web portal, e-mail or telephone.

A note about Troubleshooting: 

Troubleshooting access issues, such as 'Account Locked' scenarios, often involves unblocking the account via the employee’s profile. In case of permissions or access update requests that TrackTik Support cannot address, consult your internal system administrator for resolution. If platform access is suspended due to administrative issues like outstanding invoices, please resolve these financial obligations promptly to restore access.

Contacting Support through the TrackTik Portal

• Look for the TrackTik Answer Bot icon in the bottom left-hand corner of your TrackTik Portal.

• You can start your conversation with the TrackTik Answer Bot or select from one of the options.
   

Contacting Support from the Help Center

From any page on the TrackTik Help Center, click the TrackTik Answer Bot icon in the bottom left-hand corner.

Submitting a request from the Help Center

If you are signed into the TrackTik Help Center, you will see the option to Submit a request after interacting with the TrackTik Answer Bot. Please feel free to submit a support ticket if you can't find what you are looking for through the Answer Bot or Help Center.

What to include when submitting a request to TrackTik Technical Support: 

Providing a clear, complete description of your issue helps Support diagnose and resolve it faster. When you open a ticket or respond to an agent, please include as much as possible. You can use the following to help our team assist you faster:

• Issue summary: One concise sentence that states the problem (example: "Site information is not populating when selecting a site").
• Affected area: Name the module or feature (example: Scheduling, API), and include the page URL or endpoint path if applicable.
• Environment details: Production or Sandbox; browser and version; operating system; network or VPN context; any recent configuration changes.
• User and account context: Your organization name, relevant site names/IDs, user role/permissions of the person experiencing the issue.
• Timeframe: Exact timestamps with time zone when the issue occurred; note whether it is intermittent or consistent.
• Data references: Reference IDs and labels exactly as seen (site IDs, alarm connection names, customId values). Call out if you notice formatting anomalies (such as trailing spaces) in any identifiers.
• Evidence: Screenshots or a short screen recording of the behavior with the full browser window visible; copy/paste error text; attach any available logs (for example, relevant error log entries or IDs) if you have access.
• API specifics (if applicable): Full endpoint, HTTP method, headers (minus secrets), request payload, response status code, and response body. Note validation rules you believe might apply.
• Impact and urgency: Number of users/sites affected; business impact; deadlines or upcoming events impacted.

Best practices:

• Submit one ticket per distinct issue to avoid conflation and speed up triage.
• Use precise language and exact labels/IDs; avoid paraphrasing error messages.
• If configuration changed recently (new IDs, renamed alarm connections, permission changes), list those changes.
• If the issue is intermittent, describe the pattern (time of day, specific browsers, specific users or sites).

If all of the above is not available, please share what you can and our agents will be happy to assist you.