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Trucell Customer Support

Welcome to our Help and Support Page! Whether your need a technical support or simply need our guidance on our services, our dedicated team of experts is ready to help. Explore our comprehensive resources or submit tickets to ensure your operations run smoothly and efficiently.

TRUCELL KNOWLEDGE BASE

Here you’ll find detailed articles, how-to guides, FAQs and troubleshooting tips covering a wide range of topics. Whether you are looking for quick answers or in-depth tutorials, our knowledge base is your go-to source for information.

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1. Navigate to Knowledge Base Portal
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2. Sign in to your account
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3. Navigate through the articles and tutorials.

SEND A TICKET

If you find that our knowledge base doesnt fully address your issue or if your concern requires urgent attention, Kindly send a ticket through Trucell Support Portal. Here’s a step by step guide you can follow on how to send one.

Step 1

Sign In

Navigate to our Trucell Customer Support Portal
Enter your email and password
Click Sign In
Step 2

New Ticket

1. Once signed in, go to " New Ticket"

2. Choose the Ticket Type you're trying to send

TICKET TYPES

Incident
An incident is defined as any unplanned interruption or reduction in the quality of an IT Service. The incident management process is responsible for managing the lifecycle of all incidents. This includes ensuring that all incidents are recorded, monitored, and escalated through to resolution/restoration.
Problem
A problem is defined as the root cause of one or more incidents. The problem management process is responsible for managing the lifecycle of all problems. This includes ensuring that all problems are recorded, monitored, and resolved in a timely manner.
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Change Request
A Change Request is a formal proposal to modify or improve some aspect of the system. The Change Control Board (CCB) must review and approve all change requests before they can be implemented.
Project
A Project is a ticket that represents a body of work to be completed. Projects can be large or small and may have sub-tasks associated with them. Projects are typically assigned to a project manager who is responsible for seeing the project through to completion.
Task
A task is a ticket that represents a smaller body of work that is part of a larger project. Tasks are typically assigned to an individual who is responsible for completing the task.
Step 3

Complete the form and Submit

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1. The remaining fields, summary, details, urgency and impact are required fields and detail should be provided to the best of your knowledge. The more information you can provide, the easier it will be for our engineers to resolve your issue.

2. Review All the Information you have entered to ensure accuracy then Click "Submit"

3. Once you have submitted the ticket, you will receive a confirmation email with your ticket number. You can use this ticket number to track the status of your ticket and add additional comments.
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