Ticket Logging Procedures


To log a ticket with the MacRoots Helpdesk, please follow one of the below options.

MANUAL SUBMISSION INSTRUCTIONS

STEP 1
Click the above Send Email button to open a new email with the helpdesk email already preset for you. Alternatively, on your email application, create a new email and type [email protected] in the To: field. You may include additional persons email addresses in the Cc: field.

*NOTE* All persons included in the copy of the ticket submission will receive an email regarding updates, notes and ticket status changes.

STEP 2
Enter a subject for your email in the Subject: field. Ensure that the subject of your email is relative to your technical issue. Ensure to set the Ticket Priority on the subject of your email. The ticket priority guide can be seen below.

*EXAMPLE* Subject: Assistance with printer not found (Urgent)


STEP 3
Fill in your requirements and technical issue in the Body of the email. Ensure that the issue is accurately and properly described and include as much information as you can. This will assist the technicians to resolve your ticket request quicker.

*NOTE* For High Priority and Urgent Priority requests, please include your TeamViewer ID and Password in the body of you email.

STEP 4
Click the Attach or Attach File button to attach any and all relative evidence, screenshots, logs or files relevant to your technical issue.

STEP 5
When you are happy with your email and confident that all information and requirements have been included correctly, click the Send button in your email application. .

STEP 6
When you have logged a ticket for the first time, an account will be created and your account details will be provided to you via email. You can then log on to the Helpdesk Client Portal with the login credentials provided.

STEP 1
In order to login to the Helpdesk Client Portal you will need to have an active and verified account.

STEP 2
To activate your account, simply locate the Account Activation email in your email inbox.
NB: Should you not see any activation email in your mail inbox, look inside your Junk Folder to ensure the activation email was not flagged as spam.

Account Issues?

Contact Zeon De Villiers (Technical Coordinator)

STEP 1
Enter www.helpdesk.macroots.co.za in your web browsers address bar or click here. You will be directed to the login page.

STEP 2
Enter your Email Address in the Email Address field

STEP 3
Enter your Password in the Password Field

STEP 4
Click Login

YOU ARE ABLE TO:

Add people to the conversation.
Reply or Add Information to the Ticket,
Close the Ticket / Request,
See who is assigned to work on your ticket,
View the current Ticket Status, Updates and Comments,
Export your Open or Pending Tickets,
Edit & Update your Profile,
Change your Password.

STEP 1
Click the Menu button.

STEP 2
Click the Edit Profile button.

YOU ARE ABLE TO EDIT:

Add people to the conversation.
Your Full Name,
Your Title (Mr, Ms, Mrs, etc),
Work Phone Number,
Mobile Phone Number,
Twitter Handle,
Time Zone,
Language,
Password.

STEP 3
Click Save Changes to save all changes you have made to your profile. Alternatively, to cancel the changes you have made click the “Cancel” button.

STEP 1
Click the Menu button.

STEP 2
Scroll down until you see Change Password.

STEP 3
Enter your Current Password in the Current Password Field.

STEP 4
Enter your New Password in the New Password Field.

STEP 5
Confirm your New Password by entering it into the Confirm Password Field.

STEP 6
Click the Change Pasword button to confirm and update your password.

*NOTE* You may be logged out of the portal and be required to log back in with your new password once your password has been changed.

Follow up on a ticket


Respond to the last email you received from helpdesk or contact:

Zeon De Villiers (Technical Coordinator)

Compliments & Complaints


Direct any and all compliments or complaints to:

Ian Booyens (Technical Director)

Anonymous Complaints & Whistleblowing


To submit an anonymous complaint you may

Lay a Complaint

Helpdesk Client Portal Tutorial


View the below video for step by step instructions on the MacRoots Helpdesk showing how to Log a Ticket, Edit Your Profile, and more.


Teamviewer Download


In order for a technician to assist remotely we will need to be able to access your computer with remote control software. Please select and download the compatible TeamViewer Installer for your computer below.


Download Windows 32-bit Version Download Windows 64-bit Version Download for Apple Mac Download for Android Download for iOS

Quickly Log a Ticket


Fill out the below form to quickly log a ticket for support. One of our technicians will be in touch with you soonest based on the urgency of your support request.

Maximum file size: 50mb.

Should your file size exceed the file size limit provided, please kindly visit WeTransfer, upload your file and email the generated link to [email protected] using the subject you are logging this ticket with as your email subject.

Unsure of anything?


Get in touch with us directly and we’ll be happy to assist with your query.

Contact Us