Contact TaskRay Support / Submit a Request

If you ever have any technical questions about TaskRay or need assistance configuring or troubleshooting something in TaskRay - our Support team is here to help!

This article will outline the different ways to contact TaskRay Support and submit tickets.

Company Email & TaskRay Requests

Company Email

When reaching out to TaskRay Support, it is important that you are using your company email (i.e. email associated with your organization) to submit the request. Using your company email, our system will connect your submitted request to the organization and, therefore, establish all the necessary connections for your support plan and response times (SLAs).

Register on TaskRay Support Site

Registering on the TaskRay Support site will not only allow establishing a connection between your company email and the organization, but it will also allow you to submit urgent requests, if those arise. 

Steps to register with TaskRay Support:

1. Go to support.taskray.com.
2. Click on SIGN IN in the top right corner. 
3. In the pop-up that appears, click on New to TaskRay? Sign up.
4. Follow all the prompts to register.

Severity Definitions

Support requests are categorized using Severities. Severities are assigned to tickets according to their definitions, and they are used for establishing response times (SLAs) according to your support plan. This section will provide some examples each one of the severity options:

• S4 - Minor: requests for best practices or recommendations on how to configure something related to TaskRay. Includes questions about enabling/configuring TaskRay features and customizations, product feedback. Can also be used to report minor or cosmetic issues in the app.
• S3 - Request: requests for assistance with troubleshooting errors or other issues in TaskRay, as well as custom automations related to TaskRay. Also incorporates requests for assistance with issues that are not critical to operations.
• S2 - Priority: requests for assistance with TaskRay issues that are critical to operations or if a major documented TaskRay feature is not working.
• S1 - Urgent: requests for major issues, such as if the TaskRay application cannot be accessed.

Submit a Request

After you register on the TaskRay Support Site, you will have a few different options to submit requests.

Option 1: TaskRay Support Site

The TaskRay Support Site is the recommended way to submit a request. This option also allows reporting urgent issues in the event that those arise. 

1. Go to support.taskray.com.
2. Click on SIGN IN in the top right corner. 
   • If you are already registered, sign in to your account with your company email.
   • If you have not yet registered, follow the steps to register and then resume the instructions to submit a ticket via the TaskRay Support site.
3. Once you are logged in, click on SUBMIT A TICKET at the top of the page.
4. Select the Submit a Ticket option from the dropdown menu that appears.
5. Fill out the details in the form:
   • Subject: What is the request about? 
   • What is the Severity of the Issue?: How urgent is the request? The options in the dropdown menu will provide examples of how to categorize your request.
     
     If you select either the S1 or the S2 option, that will expose a field labeled Severity and Urgency Details. This is a required field for S1 and S2 requests. Provide details on why the reported issue is urgent and how it is impacting TaskRay use in your organization.
   • Description: What are the specific details about the request? Be sure to provide clear details so our team can best assist. Include attachments when possible.
6. Submit.

Once you submit the request, you will receive a confirmation email with your ticket number. A member of the TaskRay Support team will follow up via email as soon as possible within business hours, adhering to your organization's support plan and response times (SLAs).

Option 2: Email

Another way to contact TaskRay Support is via email. Use this option for less urgent requests.

To do this, send an email to support@taskray.com with as much detail about the request as possible, and that will open up a ticket. 

When you email TaskRay Support, you will also receive a confirmation email with your ticket number. A member of the TaskRay Support team will follow up via email as soon as possible within business hours.

Option 3: TaskRay App

The third option to submit a TaskRay Support request is directly through the TaskRay app in Salesforce. Use this option for less urgent requests.

1. In Salesforce, navigate to the TaskRay app.
2. Click on the ? icon in the TaskRay toolbar in the upper right-hand corner.
3. Click on Get Help.
4. This will expose the TaskRay Support widget. Click on Contact Us.
5. Fill out your information and enter your question or issue in the How can we help you? box. Be sure to provide clear details so our team can best assist. Include attachments when possible.
6. When you’re finished, click Send.

Once you submit the request, you will receive a confirmation email with your ticket number. A member of the TaskRay Support team will follow up via email as soon as possible within business hours, adhering to your organization's support plan and response times (SLAs).