M Series Service Manual
Page 7 of 129
3
Obtaining Technical Support from Colortrac
Colortrac uses an online service desk facility called the Colortrac Global Help Desk to
manage requests for technical support for the M Series. The URL for the Help Desk is
www.colortrac-helpdesk.com
. All requests for support for the M Series must be
registered via the Help Desk. By using the Help Desk, Colortrac may better manage
support calls to provide customers a better service.
For each support call, the Help Desk automatically raises a ticket. The ticket is the
means to communicate the progress and status of the support call, and other information.
Users may access and update ticket information through their User accounts at the Help
Desk URL.
3.1
Creating an Account
Distributors do not need to contact Colortrac to raise a Help Desk User account. The
Help Desk is programmed to accept new accounts that use specific email domains. But,
Distributors who find they cannot create a User Account should contact Colortrac
Technical Support.
3.2
User Profiles
We ask Users who log in for the first time to update their profile. Some information we
require and some we leave to the Users discretion to provide. But the more complete the
information provided the better Colortrac can provide support.
3.3
Submitting Requests for Support
To submit a request for support, Users must logon to the Help Desk and select the
'Request' icon. Dependant on the request type, Users will be asked to provide the
additional information Colortrac needs to progress the request quickly.
3.4
Asset Selection
Colortrac uses the Help Desk to associate support calls with scanner assets. For this
reason Distributors are requested to select the scanner associated with their request for
support. Those scanners a Distributor has received from Colortrac are listed at the
bottom of the page. Distributors may select the scanner the call is related to. If the
scanner is not listed please enter the serial number in the box provided.
3.5
Support Ticket Information
In the detail of each ticket Users can expect to see:
All pertinent information to the investigation
Regular updates on progress.
Requests for further information or activity.
The solution or outcome.
Closure agreement.
The notes facility can be used to provide further information.
