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Experience Expert IT Support and Log a Ticket with MacRoots

Getting IT Support when you need it has never been easier

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

Ticket Information

Maximum file size: 10MB.

Should your file size exceed the file size limit provided, please kindly visit WeTransfer, upload your file and email the generated link to [email protected] using the subject you are logging this ticket with as your email subject.

Privacy & Terms Acceptance

Log a Ticket and use TeamViewer for Remote Support
Log a Ticket and use TeamViewer for Remote Support

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.

Download 32-Bit
Download 64-Bit
Download macOS

Log a Ticket, get updates on and view your tickets

Visit the customer portal or contact your Technical Coordinator

Customer Portal Call Directly

Frequently 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.

*NOTE* All persons included in the copy of the ticket submission will receive an email regarding updates, notes and ticket status changes.

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.

*EXAMPLE* Subject: Assistance with printer not found (Urgent)
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.

*NOTE* For High Priority and Urgent Priority requests, please include your TeamViewer ID and Password in the body of you email.

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. .

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.

*NOTE* You may be logged out of the portal and be required to log back in with your new password once your password has been changed.

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

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