Can’t find what you’re looking for? Notice a problem with DealTrack?
Simply submit a ticket via our online client portal here: https://client.enable.com.
Enable offers all clients of DealTrack access to a secure, digital gateway 24 hours a day and 7 days a week from any device.
Below is an in-depth breakdown of what a great support ticket should include. Please keep in mind that not every problem is the same, which means that not every ticket will require the same level of detail.
Before submitting a ticket
We encourage you to find immediate answers to your questions by using this knowledge base, however you shouldn’t spend all day trying to solve your own issues. There are four common troubleshooting steps you can easily take before you submit a ticket:
Ask around to see if the issue is unique to you; if not, has the other person solved the issue?
Do a quick search on DealTrack Help to see if there are any articles available or to see if someone else has encountered and resolved the issue before.
Quit and restart the application where the issue occurred.
Reboot your device.
If none of these steps solve the issue, then please submit a ticket to our Client Services team via the client portal. Also, always tell us what troubleshooting steps you have taken (if any) and the documentation you have found during your search on DealTrack Help.
Even if the fix you tried didn’t work, you may have been on the right track. This will ensure Enable’s developers can build off your work, while not wasting time retracing your steps.
Replicate the issue
Prior to submitting a ticket, you should try to replicate the issue on a different computer, operating system, browser, device, location and / or network.
If the issue can be replicated, please provide instructions for how to recreate the problem in your ticket. In most cases, our developers will need to recreate the error in order to solve it.
Submitting a ticket
When you access the client portal for the first time, you will need to create an account. Please speak with your Client Services Manager who can help you with this.
Once signed in, you will notice that records of past project information can be found down the right-hand side of the page alongside any current or upcoming projects. On the left-hand side, there will be the following three tiles:
Clarifications · This is where Enable will raise anything they would like your input on i.e. confirmation on specific project work;
UAT · This is where you can raise any UAT items whilst you have an active project in progress;
Helpdesk · This is where you can raise any issues via our helpdesk. You will receive email updates as soon as there are any updates or feedback for a ticket.
A ticket subject line should set expectations, and if possible, enable our Client Services team to glance at the subject line and immediately know the issue.
When the Client Services team is inundated with requests, a clear subject line can lead to a quicker resolution, and even help our developers solve future tickets featuring similar issues.
Lastly, when you write the ticket’s subject line, please use relevant keywords that make it easier to find when searching / sorting either in the support system or on DealTrack Help. This will lead to faster problem solving and will be instrumental if our Client Services team does any ticketing system data analysis for you.
Submitting a support ticket with concise, useful information can be the difference between an instant solution and one that takes hours or days. Usually, the difference between a poor ticket and a great one is the details. The more detailed the ticket, the more likely it will be solved quickly and without much heavy lifting on your end.
Please note — we don’t need every detail, just the right ones. However, please don’t be afraid to ask questions in your ticket. Our Client Services team and the developers would much rather you ask than guess and make an issue worse.
By putting in the work upfront to include the right details, the rest of the process will be much more seamless. When in doubt, a ticket should include the following technical details:
The device being used (e.g. laptop, computer, iPhone);
Operating system and version (e.g. MacOS 10.12);
Browser type and version (e.g. Chrome 55.0.2883.9);
URL where the error occurred.
Providing this level of detail will go a long way. Every ticket may not need this information, but it is a great starting point.
Finally, always provide the time when your issue first occurred. This will help our developers to see if any similar issues occurred within the same timeframe, and notify you accordingly.
Our Client Services team will be grateful if you could provide a screenshot of your issue. If you can’t include an image, please include the exact text of the error message.
Not all support requests are created equal. Always correctly prioritise your ticket to take some of the decision making off of the shoulders of our Client Services team. And again, the prioritisation of a support request may determine who is responsible for resolving the ticket.