Online Support and Ticketing Moving to FreshDesk

Finding Online Help

The online support system is moving to an upgraded platform – FreshDesk.  Here you will find the same helpful support walkthroughs and videos you have come to expect with an even more user-friendly format.  The new support site is found at https://support.realtracs.com/.

Looking for assistance with something specific?  Start typing what you are looking for in the search box and related support articles will populate as you type. When you see what you are looking for, simply click the article to be directed to that page.

There you will find a summary of the feature, a quick help guide to assist you, and a video tutorial, if available.

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Support Tickets

Still stuck or can’t find what you are looking for in the help pages? No problem!  The new support site includes a new interactive support ticketing system.  Follow the steps below to start a support ticket :

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  1. Click New support ticket from the support.realtracs.com homepage.
  2. Login to RealTracs if prompted.
  3. Enter your email in the Requester field.
  4. Add a brief subject related to the problem you are experiencing.
  5. Enter the type of support ticket.  You may choose between the following options: Question, Incident, Problem, Feature Request, Refund, Payment
  6. Enter a description of the problem you are experiencing.
    If you have a screenshot or other file that might be helpful to a support technician, it can be attached to the ticket.
  7. Click submit.

After a ticket has been submitted you can check on the current status by clicking Check ticket status.  To view the details of your ticket, click the support subject/ticket number.  The details page contains all messaging between you and your assigned support technician and other information regarding your support request.

You can view not only open or pending support tickets but also a history of your resolved and closed tickets as well!

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Please note:

  • You will receive an email from support confirming receipt of the ticket as well as a link to view the status of the ticket.
  • A support technician will review your ticket and if there is a related support article a link will be emailed to you.

Other Assistance and Information

There is much more than just help pages on RealTracs support.  On the support home page you will find links to recent articles that have been published, RealTracs rules and rule changes, a staff directory, and the latest RealTracs news!