If you have an issue that could not be resolved using GreenRoad's general troubleshooting procedures, the next step is to open a ticket for the Support Team.

Click on ‘Support’ in the menu on the upper right-hand corner of GreenRoad Central™ and select 'Customer portal'.

 

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If you are a manager with the correct access permissions, the Cases home page will appear with a list of pending and resolved cases:

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Tip: using the View tab, you can filter the list to display only pending or only resolved cases.

 

To open a new case, click on the 'Create New Case' link on the top of the table. Select the case type, and then Continue.

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The new case form will appear:

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Fill out the fields with information detailing your issue. The fields marked with a red tab are required.

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Enter as many details as possible in the Subject and Detail fields to help the Support team determine how to best fix the issue.

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In the Contact Information fields, enter information regarding the person that the Support team should contact if a service call needs to be scheduled.

 

Click the Submit button to submit your case, or Submit and Add Attachment, if you want to add a file to the submission.

 

After your case has been submitted, the system will refresh to display a list of Help topics related to your case. You will receive an email from GreenRoad Support to confirm receipt of your ticket. 

Note: When a single issue impacts multiple vehicles, please open a separate case for each vehicle.

 

When a case is resolved, the Support team will send notice to the user who submitted the issue.

 

You can also use this form to analyze cases and to check reports.

 

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Alternatively, you can open a case via the GreenRoad DRIVE™ application under the 'Settings' tab. Click on Support option to open the following form:

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Note: this option is available for managers only.

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This will open a new case for Support. The user will receive a validation email and updates as the support team progresses.

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