Support Request Form

Written By Philip Stanoev

Overview

The GoZen General Support Form enables users to submit support requests efficiently, ensuring faster and more accurate responses from the support team through a structured process.

Form Link: https://forms.zohopublic.com/ziot/form/GoZenSupportForm/formperma/STAHmaiNKXSvwBn6-zczTI6V4_I7QBbRHp5bVdBMi2U

Step-by-Step Guide to Submitting a Support Request

Step 1: Complete Contact Details

  • Company Name: Enter your company's full name

  • Email Address: Provide correct email address for all support request communications

  • Phone Number: Include contact number with correct country code selection

  • Preferred Contact Method: Choose communication preference (phone or email)

Step 2: Provide Support Details

  • Subject: Enter brief, clear summary of the issue

  • Issue Category: Select appropriate category that best describes your issue

  • Product Type: Choose relevant product or service experiencing the issue (ZenduCAM, Geotab, etc.)

  • Serial Number/ID: Include product serial number or vehicle details if applicable for easier identification

  • Description of Issue: Provide detailed problem information including:

    • What went wrong

    • Any error messages received

    • Steps that triggered the issue

  • Troubleshooting Steps Taken: Document actions already attempted to resolve the issue

  • Urgency Level: Select impact-based urgency level (low, medium, high)

Step 3: Attach Supporting Files

Upload relevant files to help resolve the issue faster:

  • Attachments: Add additional files such as log files or documents (maximum 20MB)

  • Image Upload: Upload relevant screenshots or images (maximum 20MB)

  • Video Upload: Upload video files that illustrate the issue (maximum 20MB)

Step 4: Submit the Form

Click Submit after completing all necessary details.

Post-Submission Process

Confirmation

Automated confirmation email sent with support request details immediately after submission.

Support Agent Contact

Support agent contacts customer using preferred contact method specified in the form.

Tracking Your Support Request

Email Updates

All support ticket updates, responses, and resolutions sent to provided email address.

Follow-up Communication

Reply to email thread associated with the ticket to provide additional information or follow up on the request.

Frequently Asked Questions

How soon will I get a response? Typical response time is 2-4 working hours, depending on issue urgency level.

Can I edit my request after submitting it? Requests cannot be edited after submission. Respond to the support ticket email to add additional information.

What if my issue is urgent? Select the highest urgency level on the form. Escalate by replying to ticket confirmation email or contacting support via phone.

Is there a limit on attachment size? Each attachment has a 20MB maximum limit. Upload multiple attachments for larger files if needed.