Overview
There are multiple routes to get support with Ezitracker, including raising support tickets and calling the team directly.
Support Options
Every customer has access to:
Access to the Ezitracker Help Centre
Access-Hosted customers have access to the above and:
24/7 Digital Assistant (in-app)
In-App Chat (Monday to Friday, 8:00am to 5:00pm)
Help Centre Guides (in-app)
Standard and Premier plans include
If you're on a Standard or Premier plan, you also have access to:
Phone support by calling us
Viewing support tickets
You can view your existing support tickets through the messenger in your Ezitracker account.
View tickets
If a ticket has been raised with the Ezitracker team, you can view and update your tickets within Ezitracker. To view and update a ticket:
Log in to your Ezitracker app.
Locate the messenger icon in the bottom right corner.
Click to launch the messenger.
Click Tickets.
Note: To learn more about Conversations and Tickets, please review our help guide.
Help Centre
The Help Centre provides comprehensive step-by-step guides, tutorials, and documentation covering all Ezitracker features and processes.
Key benefits
Access instant answers to streamline your warehouse operations.
Find guides ranging from quick setup tutorials to advanced integration documentation.
Available 24/7, empowering you to maximise Ezitracker's capabilities independently.
In-App on Access-Hosted Systems
Launch the messenger from the bottom right corner.
Click Help.
Why can't I access in-app support or raise cases?
If you or a colleague cannot access in-app support features such as In-App Chat and the Access Digital Assistant, check the following:
Verify that you are registered under your Support Entitlement Plan with Ezitracker on the customer support portal.
Ensure that the email address associated with your Ezitracker account (Found within Administration>Users) matches the one listed in the support portal.
Both email addresses must be identical for proper authentication against the Ezitracker Support Entitlement Plan.
Any changes made to details can take up to 24 hours to synchronise and grant access. If you're still having issues accessing your in-app support options, please contact your Customer Success Manager or Account Manager to resolve this.
⚠️Important: In-app support features, including Chat and the Access Digital Assistant, are exclusively available to Access-Hosted users.