If you encounter an issue or have a question that isn’t answered by our knowledge base, you can submit a help desk ticket to receive assistance from JEKA’s support team. This article guides you through the process of submitting a ticket via our support portal.

Step 1 – Access the Support Portal

1. Open your web browser and go to
   support.jekasoftware.com

2. You may browse existing knowledge base articles using the search bar. If you can’t find an answer, click Submit a Ticket or New Ticket (wording may vary).

Step 2 – Enter Your Details and Ticket Information

After clicking Submit a Ticket, you’ll see a form. Provide the following information to help us assist you:

1. Contact Details – Enter your Name, Email Address and (optionally) a Phone Number. This allows us to send updates and reach you if we need more information.

2. Subject – A brief summary of your issue (e.g., “Cannot add a new vehicle in Watchtower”).

3. Department or Category – Select the product or topic your ticket relates to (Watchtower, Horizon, Seren or other). Choosing the right category ensures your request reaches the appropriate support team.

4. Description – A detailed explanation of the problem or question. Include steps you have already taken, any error messages, and the impact on your work.

5. Attachments (optional) – Upload screenshots or documents that illustrate the issue. Remember to blur or remove any personal information (names, addresses, community names, phone numbers, license plates, etc.) before attaching.

Step 3 – Submit and Track Your Ticket

Review the information you entered and click Submit. You will receive a confirmation email with a ticket number. Keep this number for reference.

You can track the status of your ticket by responding to the email thread or by visiting the support portal link included in the confirmation. Our support team typically responds within one business day.

Best Practices

• Provide clear and concise descriptions. The more detail you give, the faster we can help.

• If your issue involves multiple steps or modules, list them in the order you performed them.

• Avoid including sensitive personal data in the ticket description or attachments.

• For urgent matters affecting gate operations or community security, contact your community administrator or gate supervisor directly in addition to opening a ticket.

Submitting a help desk ticket ensures that your issue is logged and addressed by the appropriate JEKA support specialist. We’re here to help, and your feedback helps us improve our products.