Low Priority
I can continue working, this can wait until our technician is here for our scheduled site visit.
Medium Priority
I can continue working, I’d like a technician to log on remotely as soon as one is available.
High Priority
I cannot continue working and need a technician to log in as soon as possible.
Urgent Priority
This issue is affecting multiple staff members or affects business operations.
Experience hassle-free technical support
Efficient Solutions for Your Technical Queries
Easily log a ticket for prompt assistance with our user-friendly contact form. Our streamlined process ensures that your technical issues are addressed swiftly and efficiently by our expert team. Experience hassle-free support and get back to what matters most – uninterrupted productivity.
Helpdesk Contact
Technical Coordinator
Download TeamViewer
Download the compatible version for your computer
When you log a ticket for IT Support, in order for a Systems Administrator to assist remotely we will need to be able to access your computer with remote control software. If you can’t find the version your looking for below, visit the TeamViewer Website for automatic Version and Download Detection.
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Download macOS
Log a Ticket, get updates on and view your tickets
Visit the customer portal or contact your Technical Coordinator
Customer Portal Call DirectlyFrequently Asked Questions
See the below frequently asked questions for answers on how to log a ticket, update a ticket, update your profile, and more.
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.
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. View the ticket priority guide before you log a ticket.
Low Priority
I can continue working, this can wait until our technician is here for our scheduled site visit.
Medium Priority
I can continue working, I’d like a technician to log on remotely as soon as one is available.
High Priority
I cannot continue working and need a technician to log in as soon as possible.
Urgent Priority
This issue is affecting multiple staff members or affects business operations.
STEP 3
Fill in your requirements and technical issue in the Body of the email. To log a ticket effectively, 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.
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.
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STEP 6
When you first log a ticket, 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?
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.
Follow up on a ticket
Respond to the last email you received from helpdesk or contact Helpdesk.
Helpdesk Contact
Technical Coordinator
Compliments & Complaints
Managing Coordinator
Anonymous Complaints & Whistleblowing
To submit an anonymous complaint you may
Lay a Complaint