How to Open a SecureWebX Support Ticket in SecureWebX

A good ticket gets a real answer on the first reply. Here is where the support form lives in SecureWebX, what to put in it, and how to follow the thread until the deal is moving again.

1. Gather the details while you are still on the screen

   Before you leave the page, note what you clicked, what you expected and what happened instead. If it is about one deal, use Open application profile and copy the application number. A ticket with the application number attached gets answered on the first reply instead of the third.

2. Open the support area

   Go to SecureWebX home and open Support. Some screens carry a Get support shortcut right where you are working, which saves the trip back to the dashboard when you are mid deal.

3. Start the ticket

   Click Contact Support. Give the ticket a subject a stranger would understand, then write the body: one issue, the application number, the user it happened to, and the time. Two unrelated problems in one ticket slow both of them down, so open two.

4. Attach what proves it

   A screenshot of the screen you were on is worth a paragraph of description. If the trouble is a document that will not display, name the file and use Open the secure viewer to confirm what you are seeing before you send, so the ticket says what the viewer shows rather than what you assume it shows.

5. Submit it and keep the reference number

   Send the ticket. It comes back with a reference number, and that number is what you quote to a teammate or a manager who asks about it later. Write it on the deal jacket if the customer is waiting.

6. Follow the thread and close the loop

   Use Open conversation to read replies and answer on the same thread. Keep the whole exchange in the ticket rather than a private email, because the next person who touches the deal can read it there. When the fix lands, say so on the thread so it closes clean.

You need your own SecureWebX login, the application or screen the issue happened on, and a clear sentence about what you expected. That sentence does most of the work. Tickets that say what should have happened get answered faster than tickets that only say something is wrong.

Decide first whether it is a question, an issue or a request. A question about where a control lives is often already answered in the LeadLocate Help Center. An issue with one deal belongs in a ticket with the application number. A request for something the console does not do yet is also welcome as a ticket: it is available on request, and our team puts it in production for your dealership.

Put it in a ticket when there is a record to point at: an application that will not export, a document that will not open, a lender share the lender says is blank, a user who needs access changed. The written trail with its reference number is worth having, and it survives shift changes.

Pick up the phone when a customer is sitting in the box right now. Our support team can see your screen with you and fix it on the call, which beats typing at each other while somebody waits on a chair in your showroom. You can still open a ticket afterward so the fix is on the record. Billing, add ons and subscription questions have their own home in My LeadLocate.

Leave your number and a lead specialist calls you back to answer your questions about pricing, coverage, and setup. Mon - Sat, 9:00 AM - 6:00 PM Pacific.

Prefer to talk right now? Call or text 844-376-2274.

A confirmation with a reference number as soon as you submit, and the ticket on your list at Open. When someone replies you get an email pointing you back to the thread, and Open message takes you to the reply itself. The exchange stays in one place with your original description at the top, so nobody has to reconstruct the story.

While the ticket is open, work the deal normally. Applications keep arriving in the application inbox, worksheets keep saving and lender shares keep going out, because a ticket is a conversation about one thing rather than a hold on your store.

You cannot find the support area. Go back to SecureWebX home first; the shortcut on a deep screen is easy to walk past when you are concentrating on a deal.

You submitted it and heard nothing. Check the email address on your user record, then look at your ticket list rather than your mailbox. The thread in the console is the copy of record, and replies are there whether or not the email reached you.

The answer did not fix it. Reply on the same thread with what you tried and what you saw, and keep the reference number rather than opening a fresh ticket. A second ticket about the same problem starts the story over.

It is urgent and a customer is waiting. Call us and keep the ticket as the paper trail. Contact us lists the ways to reach the team.

Access problems are usually faster to solve yourself: the guide to managing SecureWebX users covers adding a teammate, changing a role and correcting the mobile number a sign in code goes to. Export trouble has its own guide, and it usually comes down to the format the receiving side expects.

The help center holds the rest of the step by step guides for SecureWebX, from sending a fax to exporting an application. Feature requests filed as tickets carry the same reference number treatment as issues, so your store can follow one from the idea to the day it shows up in the console.

Where is the support form in SecureWebX?

Open Support from the console home. Some screens also carry a get support shortcut so you can file the ticket without leaving the deal you are working.

What should I include in a support ticket?

One issue, the application number it happened on, the user it happened to, the time, and what you expected to happen. A screenshot of the screen usually replaces a paragraph.

Do I get a reference number?

Yes. Every ticket comes back with one, and replies stay on that thread so a manager or the next shift can read the whole exchange without asking you.

Can I ask for something the console does not do yet?

Yes. File it as a ticket. It is available on request, and our team puts it in production for your dealership, with the same reference number to follow it by.

Tickets with reference numbers, a support team that can look at your screen with you, and a console built for finance work. See it in the pre-recorded demo.

Prefer to talk right now? Call or text 844-376-2274.