Submit and View Support Requests in the New Support Portal

You can open a request with our support team if you, or another user in your organization, is experiencing a Turvo issue and cannot find a solution in the Help Center.

Important Note: Set up your account in the support portal to submit support requests.

Create a New Request

1. Navigate to the Turvo Help Center and log in with your Atlassian account.
   
   
   
2. Scroll down to the Contact us about section.
   
   
   This section provides two options: General Questions and Enhancement Requests and Support Requests.

Creating a Support Request

A support request allows you to report an outage, report issues with the Turvo platform or driver app, report that you are unable to plan, execute, or settle shipments, or report a different issue.

Note: As you type the summary of your issue, suggested Help Center articles are presented that may help solve your issue. 

1. Click Support Requests.
   
   
   
2. Select from the options listed.
   
   
   Report an Outage: Use this option when no one in your organization can connect to Turvo. When you select this option you must provide a summary of the issue and a detailed description of the issue. There is also an option to provide attached files. Click SEND when you are ready to report the issue to Turvo.
   
   
   Report an issue with the Turvo Driver App: Use this option to report issues with the Turvo Driver App. When you select this option you must provide a summary of the issue, a shipment number, a driver phone number, and a detailed description of the issue. There is also an option to provide attached files. Click SEND when you are ready to report the issue to Turvo.
   
   
   Unable to Plan, Execute, or Settle a shipment: Use this option when you are having issues with the core workflows of planning, executing, or settling a shipment. When you select this option you must provide a summary of the issue, a detailed description of the issue, and there is a drop-down option for you to select how urgently the issue needs to be fixed, and a drop-down option for you to select how big of an impact this issue is having on your organization. Click SEND when you are ready to report the issue to Turvo.
   
   
   Report a different issue: Use this option when something is not working but you are able to plan, execute, and settle shipments. When you select this option you must provide a summary of the issue, a detailed description of the issue, and there is a drop-down option for you to select how urgently the issue needs to be fixed, and a drop-down option for you to select how big of an impact this issue is having on your organization. Click SEND when you are ready to report the issue to Turvo.
   
   
   Report an issue in mySandbox: Use this option to report an issue with your Turvo sandbox. When you select this option you must provide a summary of the issue and a detailed description of the issue. There is also an option to provide attached files. Click SEND when you are ready to report the issue to Turvo.
   
   

Creating a General Questions and Enhancements Request

A General questions and Enhancements request allows you to ask questions about Turvo and submit ideas for new features or improvements to Turvo.

1. Click General Questions and Enhancement Requests.
   
   
   
2. Select from the options listed.
   
   
   General Questions: Use this option to ask general questions about Turvo. When you select this option, you must provide your question and a detailed description of the question. There is also an option to provide attached files. Click SEND when you are ready to report the issue to Turvo.
   
   
   Enhancement Request: Use this option when you want to submit an idea for a new feature or an improvement to Turvo. When you select this option, you must provide a summary of the request, a detailed description of what you are requesting, how you plan to use the feature or improvement, and the benefits of making the change. There is also an option to provide attached files. Click SEND when you are ready to report the issue to Turvo.
   
   

Viewing Submitted Support Requests

To view your submitted support tickets, navigate to the Turvo Help Center and log in with your Atlassian account.

1. Click the Requests button at the top right.
   
   
   
2. Select Created by Me to see the tickets that you have submitted.
   
   
   
3. Here, you can see all the support tickets that you have submitted, what type of support ticket it is, a reference number, a summary, and the status of the ticket.