Getting Support with Spektrix

Jessica Abejar
Jessica Abejar
  • Updated

There may be times when you need help using Spektrix. This article will outline the different ways you can get Support.

You can get Support through a number of channels, but these fall into two main categories:

  • The Support Centre: The Support Centre provides comprehensive information about Spektrix. It is quick, easy to access and available 24/7.
  • Submit a Support Ticket: If your query isn’t covered by our Support Centre, you can submit a ticket directly to our Support team.

 

The Support Centre

The Support Centre is accessible on your browser at:

For information on how to navigate and helpful hints on how to best use the Support Centre, take a look at About the Spektrix Support Centre.

 

The Support Centre from your Spektrix System (Coming Soon)

Soon you will be able to access Support Centre articles directly from your Spektrix system. Click the question mark button in the upper right corner of your system.

The Support Centre button in the Spektrix system. The Support Centre button is a circle with a question mark inside.

You can choose from the prompts or ask questions and be given recommended articles from our Support Centre. This works in the same way as searching the Support Centre. Clicking on View article will open a new window to the article in the Support Centre.

Accessing the Support Centre in the Spektrix system. The box has a green banner that says “Support Centre.”

If you cannot find what you are looking for, you’ll also be given the option to raise a Support ticket.

Raising a ticket through the Support Centre in the Spektrix system.

 

Submitting a Support Request

We recommend submitting requests via your system, the Support Centre or email for any non-urgent requests including consultative requests.

Specific requests such as data imports, reporting requests, training requests and seating plan requests should be made from the Support Centre. Click the links to their articles to read through specific instructions and details for submitting these requests.

Urgent requests such as error screens, the inability to receive payments, or an issue requiring our Support Team to view your screen should be made by phone.

 

Submitting a Support Ticket from your Spektrix system (Coming Soon)

You can submit a Support Ticket directly from your Spektrix system.

Open the Support Centre from your Spektrix system. Enter the phrase "raise a ticket" into the search. Enter your details and provide as much context as possible about your problem. A ticket will be sent to our Support Teams.

The Support Centre in a Spektrix system asking the user if they would like to submit a ticket. A separate input field appears for the user’s name.

Once submitted you will receive an automated email with further details. Continued correspondence with our Support Teams regarding your ticket can be carried out via email, phone, or by logging into your account on the Support Centre.

 

Submitting a Request from the Support Centre

You can submit a Support Request through the Support Centre by clicking on the Contact Support button on the upper right. Select your request type:

support-request.jpg

  • Support Request: Select the Support Request option for general inquiries, system configuration, hardware issues, consultations, etc.
  • Reporting Request: Select the Reporting Request option for requests for new custom reports or edits to existing reports. Read The Report Request Form for full details on how to submit a complete request.
  • Seating Plan Request: Select the Seating Plan Request option for requests for new seating plans. Read Seating Plan Request Form for full details on how to submit a complete request.
  • Training Request: Select the Training Request option for requests for training. 
  • Data Import Request: Select the Data Import Request option for data imports. Read Sending Files to Spektrix using SendSafely for full details on how to submit a complete request.

Begin by filling out the form with your name and email address (these will be pre-filled with your information if you are logged in). Add any optional email addresses to CC your request.

Fill out a detailed description of your request. You may also submit attachments.

Once submitted you will receive an automated email with further details. Continued correspondence can be carried out via email, phone, or through your Support Centre account.

 

Emailing Support

You can also submit a request for support via email at:

  • support [at] spektrix.com

Once submitted you will receive an automated email with further details. Continued correspondence can be carried out via email, phone, or through your Support Centre account. Email requests will be responded within the same timeframe as requests submitted through the Support Request Form.

 

Calling the Support Line

For immediate and urgent requests, please reach out to the Support Team by phone during business hours. Please consult your respective region for numbers to call and business hours.

 

UK/IE Clients

  • Support phone line: +44 (0)20 7183 3586

    This phone line is available:

    Weekdays

    • 9am - 6pm Monday to Friday for all enquiries
    • 6pm - 9pm Monday to Friday for emergencies

    Weekends

    • 9am - 1pm Saturday for all enquiries
    • 9am - 9pm Saturday and Sunday for emergencies

 

US/Canada Clients

  • Support phone line: +1 (646) 569-9097

    This phone line is available:

    Weekdays

    • 10am - 6pm Eastern Time, Monday to Friday for all enquiries
    • 6pm - 9pm Eastern Time, Monday to Friday for emergencies

Phone calls will be followed up with an email. Continued correspondence can be carried out via email, phone, or through your Support Centre account.

 

Support Centre Account

No matter which channel you use to submit a Support Request, our Support Team will create a Support Centre account using your email address. You don’t need to use your Support Centre account to access content or submit a request, however it will allow you to check the status of your support requests at any time.

REMINDER: Your Spektrix Support Centre account is different from your Spektrix system user account.

With a Support Centre account, you can:

  • Check the status of your requests
  • Respond to any replies from the Support Team
  • Solve and close out any requests

After submitting your initial ticket, you will receive a Welcome to the Spektrix Support Centre email with a link to Create a password. Click the link and follow the instructions to create your password.

TIP: You can also sign-up for an account before submitting a ticket. On the sign in pop-up, click New to Support Centre? Sign up and follow the instructions to create an account. You will receive a Welcome to the Spektrix Support Centre email with a link to Create a password.

 

Viewing Your Requests

To view your requests, log into your Support Centre account by clicking the Sign In button in the upper right of the Support Centre. Click on your account name and select Requests in the dropdown. 

The Spektrix Support Centre Account dropdown.

In the My requests page, you can see both requests you have submitted and requests you’ve been CC’d on.

The list of requests will include:

The My Requests page.

  1. Subject: The name of the request.
  2. Ticket ID number: A unique ID number for your request. It can be referenced in other tickets or when on the phone with a member of our Support Team.
  3. Time since creation: The time since when the ticket was submitted.
  4. Time since last activity on the ticket: The time since the last activity on the ticket including replies and status changes.
  5. Status: The status of the request.

You can also search for any specific requests or filter all requests by status.

You can quickly view the status of each ticket:

Sample of ticket status - Awaiting your reply and Solved.

  • Open (Red): The ticket has been assigned and/or is waiting for a reply from Spektrix
  • Awaiting your reply (Blue): The ticket is needs a response from you
  • On Hold (Black): The ticket is on hold with the Support Team and no further action is needed
  • Solved (Grey): The ticket has been solved and can be reopened by replying
  • Closed (Light Grey): The ticket has been solved and closed and can be referred to in a new ticket

 

Viewing a Ticket and Replying to Support

When you click into a ticket, you will see the latest reply at the top of the screen, with all replies dating to the first request.

Other details include:

Sample of a Support Ticket page for a “Stuck card payment.

  1. Subject: The name of the request.
  2. Status: The status of the request.
  3. Ticket ID number: A unique ID number for your request. It can be referenced in other tickets or when on the phone with a member of our Support Team.
  4. Date and time of creation: The date and time when the ticket was submitted.
  5. Date and time of last activity on the ticket: The date and time of the last activity on the ticket including replies and status changes.
  6. Assigned to: This is the name of the Spektrix Support Team member assigned to your ticket.
  7. CC: Add emails of other members of your organization to CC them in your ticket. They will also receive emails regarding your ticket.
  8. Mark as solved button: A member of the Support Team can solve and close out a ticket once the request has been resolved but you may also do so by clicking Mark as solved at any time.
  9. Submit button: You can submit a reply directly on this page and can even include attachments and images. Fill in the text field and click the green Submit button.

 

Further Reading

For further information on Support at Spektrix, check the following articles: