The function of the SmartLabs help desk is to provide users with a central point to receive help on various product issues. Our help desk is an information and assistance resource that troubleshoots problems with products or their use. SmartLabs provides support to all customers via telephone, website and e-mail.

SmartLabs typically manages its requests via a help desk on our website. We manage all help desk support on an incident tracking system that allows clients and SmartLabs to track user requests with a unique ticket number.

If the first level support is able to solve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk to reference in the future. If the issue needs to be escalated, it will be updated, noting what was attempted by the support staff and dispatched to second level support.

SmartLabs recognises the real value of their help desk derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction.

Our help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up problems, returning phone calls, and answering questions via e-mail.

Please register your challenge or request on-line with complete detail. SmartLabs will automatically send a ticket number notification to your e-mail address. You will be notified of the support via e-mail with your ticket number. You are also able to track progress with your ticket number yourself.

Go to the SmartLabs Support System