Receive the assistance you need and effectively work with Samsara Technical Support Team. Follow our guidelines when you Contact Support and then Track Your Request for status updates and event resolution.
Our in-house Technical Support Team is available 24/7. To contact Support, select from the options below or contact support directly from your Samsara dashboard Help & Feedback ( 
) > Get Help > Contact Support. Use the best option below depending on your needs:
For emergencies or urgent requests, contact us by phone. Speak directly with a Support representative to explain the issue or question you have.
For non-urgent requests or technical issues, submit a Support Ticket online.
To see the latest Samsara system statuses and receive outage updates, please visit www.samsarastatus.com.
For non-urgent issues, submit a support ticket online or from your Samsara dashboard. To track and manage your issue effectively, submit only one ticket for each concern.
When you submit a new support ticket online, include the following information for the most effective response:
Title/Subject: Your Organization’s Name - [Topic of your request]
-
Describe your issue: Be as specific as possible and include who, what, when, where, and why. The more information you can provide, the better. If appropriate and available, also include:
The time and location you encountered the issue
Name of affected driver or driver link
Vehicle link or information such as year, make, and model
The hardware model, browser type and version, or app version
Expected behavior: Provide details about what was happening previously or what you believe should occur in the dashboard in this situation.
Unexpected behavior: Provide details about the issue you encountered
The impact the issue had on your operations
Any troubleshooting steps already taken
Attachments: When appropriate and available, also include: Screenshot or example - Screenshots with highlights to help the team understand your issue, such as errors in your Dashboard or Apps
After you contact support, Samsara creates a ticket and assigns your issue a unique 6-digit ticket number. If you submit the request online, you will receive an email confirmation with a ticket number. You can also request your ticket number if you submit an issue over the phone. Reference this number when you contact Support for status updates or to provide additional information regarding your request.
To track the status of your request, choose your preferred method of contact below:
Online: From your Samsara dashboard, click Help & Feedback (
) > My Open Tickets.By phone: From your Samsara dashboard, click Help & Feedback (
) > Get Help > Contact Support > Call us.
If your request is not resolved in a timely manner or you have not heard from your agent in an extended period of time, please notify your assigned Implementation Consultant or Customer Success Manager to provide an update.
Use the following table definitions to help you understand the status of your ticket:
Status |
Definition |
|---|---|
Open |
Support is actively working on your request and will follow up with more information. |
Pending |
Support is waiting for your response before continuing an investigation. If you do not respond after 72 hours from our last response, the ticket is automatically Solved. However, if you respond after the ticket is marked Solved, the ticket reopens. |
On Hold |
Support has encountered an unexpected behavior and is working on a fix. |
Solved |
A resolution has been reached and the support ticket has been archived. |
Comments
1 comment
I am not able to edit information as I have been in the past. I got with my Administrator and he shows i have permissions. Error Reference Number: mzqcfjed
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