How to Open a Support Ticket in My LeadLocate

A ticket puts your question in front of the team that can answer it, with a written record both sides can read later. Here is how to open one and how to write it so it gets handled fast.

1. Sign in to My LeadLocate

   Open your account portal and sign in with the email on the account. Tickets live in the same portal as billing, the add-on shelf and your file library, so the request is tied to your store rather than to one person's inbox.

2. Open Support Requests

   Click Support Requests. You get the list of everything your store has asked for, open and closed, with the newest at the top. Read it before you write a new one; somebody at your store may already have asked the same thing this week.

3. Start a new request

   Click Create Support Request. The form asks for your name, your company, the email and the phone number to reach you on, so put the number of the person who actually has the screen open, not the main switchboard.

4. Say exactly what you want

   Write it in Support Request Message *. Name the product, the screen, the user it happens to and the exact steps you took, then what you expected and what appeared instead. One request per ticket keeps the thread readable and gets each one answered on its own.

5. Attach what you are looking at

   Use the attachment control to add a screenshot, a photo of the screen from your phone, or the file you are trying to send. A picture of the screen removes the first two rounds of questions almost every time.

6. Submit it

   Click Submit Ticket. The portal confirms it is in and the request appears at the top of your list with a reference on it. Keep the tab open if you want to watch for the first reply.

7. Reply in the thread

   Open the Ticket and answer in the same thread rather than by separate email, so everything stays in one place. If our team needs to see what you see, they can watch your screen with you and fix it while you are on the call.

8. Close it when it is sorted

   Click Close this ticket - I figured it out and the portal asks Close this ticket? to be sure. Answer Yes, close ticket when you are done, or No, keep open if you want to test it for another day first.

You need a My LeadLocate sign in. Anyone at the store can have one, and a ticket opened by a salesperson is handled the same as one opened by the dealer principal. Have the details in front of you: which product, which user, which store if you run more than one rooftop, and what you were doing when you decided to write.

It also helps to know what you actually want. Tickets fall into three groups: a question about how something works, a change you want made to your account, and something on screen that does not match what you expect. Say which one you have in the first line and the rest of the ticket writes itself. If it is a plan question rather than a product question, pricing may answer it before you write, and the LeadLocate Help Center covers most day to day tasks step by step.

The new request appears at the top of Support Requests with the date and a reference. Opening it shows the message you sent, any attachments, and each reply underneath in order. You reply in the same thread, so there is no chasing a message that went to somebody's personal inbox.

The whole conversation prints. That matters more than it sounds: when a manager wants the history of a change your store asked for, or an owner wants to see what was agreed, one page carries the request, the answers and the dates. Closed tickets stay on the list, so a question you asked last quarter is still there when the same thing comes up.

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.

Lead with the outcome you want. "I want texts from the used car line to ring the BDC phones" gets moving faster than "texting is not working". Then give the specifics: the user, the number, the lead, the time it happened. If it happened to one person and not another, say so, because that single detail usually points straight at the answer.

Send one request per ticket. A ticket that carries four unrelated questions gets one of them answered first and the other three wait for the thread. Four short tickets are handled in parallel. And put a phone number on it that somebody will pick up; the fastest tickets are the ones where our team can see your screen with you and settle it on the call rather than in writing.

You do not see Support Requests on the menu. Your user has not been given that part of the portal. The account admin can add it under user access, or open the ticket on your behalf.

The form will not submit. A required field is still empty; Support Request Message * and the contact fields marked with a star all need values. Fill the blank one and submit again.

Your attachment was refused. The file is too large or is a type the form does not take. Send a screenshot instead, or put the file in your file library and name it in the ticket.

You closed a ticket too early. Open a new one and reference the old ticket by its number. The closed thread is still on your list, so nothing you wrote is lost.

The portal that holds your tickets also holds your invoices, receipts, add-on shelf, credits, file library and the launch tiles for every product. It is all described on the My LeadLocate page, and the product lineup itself is on the platform overview.

Before you write, check whether the task already has a guide. The Help Center covers the common ones: paying an invoice, adding an add-on, managing who can reach which app, and the everyday CRM tasks your floor asks about most. If you would rather talk to a person, contact us and we will call you back.

Who at my store can open a support ticket?

Anyone with a My LeadLocate sign in that includes support. A ticket from a salesperson is handled the same way as one from the dealer principal, and the whole store can read the thread.

Can I attach a screenshot to a support ticket?

Yes, and you should. A picture of the screen you are looking at usually removes the first two rounds of questions and gets the request handled in one pass.

Can I print the conversation?

Yes. Every ticket prints as one page with the original request, each reply and the dates, which is what a manager or an owner usually wants to see.

How do I close a ticket once it is sorted?

Open the ticket, click Close this ticket, and confirm with Yes, close ticket. Choose No, keep open if you want to test the fix for another day before closing it.

Support tickets, invoices, add-ons and your file library all sit behind the same login as the CRM. See how the account portal works, or call us and we will pick up.

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