Creating a Help Desk ticket for the AutoVitals support team is the fastest and easiest method to get in touch with a specialized representative for assistance with your needs or issues. Our team works efficiently to connect you with the right representative promptly.

What's in this article: 

1. How to Create a Help Desk Ticket from the TVP
   • Creating a Help ticket related to RO specific issues: 
   • Creating a Help ticket for issues not related to RO's 
2. Tips
3. Troubleshooting
   • Failed to Submit Help Ticket Error Message
   • Clearing the Red Message Indicator Icon
4. FAQ 
5. Additional Resources

How to Create a Help Desk Ticket from the TVP

Creating a Help ticket related to RO specific issues:

1. Click on the affected RO number to open the work order popup window.
2. Click the green "Help" button in the right-hand corner of the screen.
3. Choose the severity of the issue from the drop-down menu.
4. Add a summary of the issue for our team.
5. Provide a detailed description of the issue to facilitate quick investigation.
6. Click "Submit" or use the "Take a screenshot and submit" button to send in your help ticket to our support team.

Creating a Help ticket for issues not related to RO's 

1. Click the green "Help" button in the right-hand corner of the screen.
2. Select "Continue" to create a ticket.
3. Choose the severity of the issue from the drop-down menu.
4. Add a summary of the issue for our team.
5. Provide a detailed description of the issue.
6. Click "Submit" or use the "Take a screenshot and submit" button to send in your help ticket to our support team.

Tips

How to use the screenshot tool 

1. Hit the green "Help" button.
2. Click the "Take a screenshot and submit" button.
3. The Usersnap screenshot tool will open, with editing tools on the left side of the screen.
   • To remove any icons or comments added in the Usersnap screen, click on the item, and then click the "trashcan" icon.
     

How to upload photos to a ticket from your computer 

1. Open the help ticket through the chat channel. 
2. Click on the chat for the ticket needing a photo. 
3. Click on the "paper clip" icon to add attachments from your computer. 
4. The file explorer will open. Choose the photo you would like to add.
5. Click "open" to add the photo to the ticket. 

How to respond to a Help Ticket on the TVP

1. Any responses to messages sent from our platform are recorded in the chat channel where a red message indicator icon will appear and show the number of unread messages needing to be addressed. 
2. Unread messages will appear in light blue. Click the message to mark it read. 
   • Once the messages are marked read the red notification indicator will clear out and change back to blue. 
   • Use the "envelope" icon in the chat channel to mark all messages as read.
3. Use the "enter your message" section to write and send your response to AutoVitals. 
   

Troubleshooting

Failed to Submit Help Ticket Error Message

1. If you receive this error message please give us a call so we can have our engineering team resolve this issue. 

Clearing the Red Message Indicator Icon

1. Clear Browser Data:
   • Clear cookies and cache for AutoVitals on Google Chrome to resolve this browser-related issue.

2. Clear Cookies in Chrome Settings:

   • Additionally, clear cookies in the Google Chrome settings page (chrome://settings/content/all).

FAQ 

This section addresses common questions and concerns about using AutoVitals.

1. How can I create a ticket from the shop's system settings page?
   • Use the green "help" button in the right hand side of the screen.

Additional Resources

• A Step-by-Step Guide to Logging in as a Service Advisor on the TVP