Contacting Motion Routes Customer Support

How to submit a support ticket

If you need assistance with any aspect of our services, submitting a support ticket is a streamlined way to get help. Here’s how to ensure your ticket is processed efficiently:

1. Enter Your Details

  • Full Name: Input your complete name as registered with Motion Routes. This helps us verify your identity and locate your account details swiftly.
  • Email Address: Provide a valid email address where we can send updates and responses regarding your support ticket. Ensure this is the email associated with your Motion Routes account for quicker service.

2. Select Your Subject

  • Subject Selection: Choose the subject that best describes your inquiry. Options typically include:
    • Technical Support: For issues related to system errors, bugs, or malfunctions in the platform.
    • Account Issues: For problems related to account access, login troubles, or account settings.
    • Product Inquiries: For questions regarding the features, functionality, or specifications of specific products.
    • Billing and Payments: For issues related to transactions, payment methods, or invoices.
    • Product Feedback: For providing feedback or suggestions about our products.
    • Other Concerns: For any other issues not covered by the above categories.

3. Select the Product

  • Product Selection: If your issue pertains to a particular product or service, select it from the provided drop-down menu. This helps route your ticket to the appropriate support team who specializes in that product or service.

4. Describe the Issue

  • Detailed Description: Provide a thorough description of the problem you are facing. Include:
    • Specific Problem: Clearly state what the issue is, including any error messages or symptoms you are experiencing.
    • Steps Taken: Describe any troubleshooting steps you have already tried. This information can help our team avoid redundant suggestions and focus on new solutions.
    • Impact: Explain how the issue affects your use of the product or service. For instance, does it prevent you from completing a task or accessing critical features?

5. Enter a Message

  • Additional Context: Use the message box to provide any additional context or relevant details that might help in resolving your issue. You can include:
    • Screenshots: Attach screenshots of error messages or the issue you are experiencing. This visual evidence can significantly aid in diagnosing the problem.
    • Error Codes: Include any specific error codes or messages displayed by the platform.
    • Attachments: Upload any documents or files that are relevant to your issue. This can include logs, configuration files, or screenshots.

6. Submit the Form

  • Form Submission: Once all the required fields are completed and reviewed, click the Send button to submit your ticket. Ensure that you have filled in all necessary fields accurately to avoid delays.
  • Confirmation Email: After submission, you will receive a confirmation email acknowledging that your request has been received. This email will include a unique ticket number for tracking the status of your request.

Expected response times for support requests

Our support team works diligently to address your queries as swiftly as possible. Here are the general response times:

  • Standard Inquiries: For general questions or requests for information about our products and services, you can expect a response within 24-48 hours. These inquiries are typically straightforward and require less investigation.
  • Technical Issues: For technical problems or issues that require detailed troubleshooting, the response time may extend up to 72 hours. This allows our technical team time to diagnose and resolve complex issues, which might involve extensive research or coordination.
  • Urgent Requests: If your issue is critical and impacts your ability to use our services, please indicate this in your ticket. We prioritize urgent requests and aim to provide quicker responses.
  • Follow-Up: If you haven’t received a response within the expected timeframe, please check your spam or junk email folder. If you still don’t see a reply, you can follow up on your ticket.

Live chat options with support representatives

For real-time assistance, Motion Routes offers a Live Chat feature. Here’s how to use it:

Using Live Chat

  • Access: Click the "We are here!" chat button located at the bottom-right corner of the Motion Routes website. This will open a chat window where you can interact with a support representative.
  • Real-Time Communication: Engage in a live conversation with a representative who can assist with your inquiry immediately. This feature is ideal for quick questions or urgent issues that require instant attention.

Availability

  • Operational Hours: Live chat is available during our standard support hours. If you need assistance outside of these hours, you may need to use the ticketing system or email support.
  • Response Time: During peak hours, there may be a short wait time to connect with a representative. We aim to provide timely responses within the operational hours of the live chat service.

Escalating unresolved issues

If your issue remains unresolved despite following the standard support channels, you have options for escalation:

1. Reopen Your Ticket

  • Follow-Up: Reply to the email thread associated with your existing support ticket. Clearly state that the issue persists and request an escalation. Include any new information or updates related to the issue.
  • Provide Details: Mention any previous attempts to resolve the problem and why they were insufficient. This helps our team understand the context and urgency of the escalation.

2. Contact the Support Team Directly

  • Email Escalation: Send a detailed email to [email protected]. In your email:
    • Reference Ticket Number: Include the original ticket number for quick reference.
    • Detailed Explanation: Provide a comprehensive explanation of why the issue remains unresolved and what additional resolution you are seeking.

Escalations Team

  • Priority Handling: Our escalations team will review your case with high priority and work towards a resolution. We aim to resolve escalated issues as quickly and effectively as possible.
  • Follow-Up: You will receive updates on the progress of your escalated case. We strive to provide timely resolutions and keep you informed throughout the process.

For additional information or specific questions, visit our full Contact Us page.

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