Whether you’re facing an issue, have a product question, or need guidance, the Trackunit Messenger is your fastest, most efficient way to get help.
This guide will walk you through why the Messenger is the preferred support channel and how you can use it effectively.
Why should I use the Trackunit Messenger?
Faster responses, especially for urgent issues
Requests sent via the Messenger are resolved faster than those sent by email. Here’s why:
Instant availability: Our built-in chatbot, the Trackunit Help Bot, can solve many common issues immediately - even outside our business hours. No need to wait for a free agent or the next business day.
Criticality: If your issue is urgent, you can mark it as critical when submitting your request. This ensures it is prioritized by our team right away - a feature that email doesn't support.
In fact, Messenger tickets marked as critical have a median first response time of under 1.5 hours.
Built-in security
Our Messenger uses end-to-end encryption and is fully integrated into the Trackunit platform, so your information stays protected.
Emails, on the other hand, can pass through several inboxes and systems, making security less predictable.
More relevant help with less back-and-forth
The Messenger gives us better context than email - and that’s one of the key reasons we recommend it for contacting our Support team.
When you reach out via the Messenger, we automatically see:
Who you are: Your name, company, and role
What you've done: Recent activity in Trackunit Manager (for instance, pages visited, buttons clicked, browser used; not including serial numbers or data points of devices)
What you’ve seen: Which Help Center articles you have already viewed
Your history: Previous tickets you have submitted
This lets us avoid repetitive questions and jump straight to solutions. With email, all of this has to be asked manually.
Example: If you just viewed an article about SIM errors, we’ll already know to investigate potential connectivity issues.
Support without leaving the platform
You don’t need to switch tools or look up email addresses. The Messenger is directly embedded in:
Trackunit Manager: Click the question mark icon (Support) at the bottom of the left navigation bar, then select Get Support
The Help Center: Click the Messenger icon in the lower-left corner of any page
How do I use the Trackunit Messenger?
Two easy ways to get help
When you opened the Messenger and click on Messages > Send us a message, choose how you want to proceed:
Instant response by asking the Trackunit Help Bot: Our AI assistant provides immediate help by searching across our documentation. Whether it is setup help or troubleshooting tips the bot can guide you quickly. This can be an excellent first step for rapid answers without waiting for an agent.
Create a Ticket: Submit a support ticket to our Customer Support team. Your request is routed to the right team faster, helping us meet SLA response times.
Note: Be sure to create a new ticket each time you contact Customer Support. This ensures that your ticket reaches the appropriate team, leading to a faster response.
Track and manage your support tickets
When you use the Messenger you can also track the status of all your ongoing and past tickets with the Customer Support team, simply click on Tickets.
Explore additional features
Help Center access
Are you looking for instant information? Our Help Center offers detailed articles, FAQs, and step-by-step guides.
You can find all Help Center articles also directly in the Messenger by clicking on the question mark icon Help.
Stay up-to-date with News
Want to know what's new? Click on the megaphone icon News to see the latest Trackunit updates and product announcements.
Summary
Using the Trackunit Messenger means:
Faster support, especially for urgent issues
End-to-end encrypted, secure communication
Embedded support in both Trackunit Manager and the Help Center
More efficient support due to more context
Self-service and ticket escalation in one place
💡 Tip: For very urgent and time-sensitive issues, you can reach us by phone. Speaking to a Customer Support Agent directly can provide quick guidance and the immediate assistance needed in pressing situations. See our phone numbers for various countries, here