Highlights the use of the support portal to search the knowledge database and to log Level 2 support requests.

There are two portals available to access. 

On-Demand and Fixed Route portal - https://ondemand.support.liftango.com

Carpool portal - https://support.liftango.com

Users need to have access granted to them by Liftango and by seeing this page it means that has been done for the person logged in viewing it.

Click the icon in the top-right of the viewer below to view the steps in full-screen mode.


1. Click anywhere to start the tutorial. You can use the magnifying glass icon to zoom in/out if needed.

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2. To log a Level 2 Support request, access the Liftango Support Portal and click on New Support Ticket as indicated

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3. You will be presented with a screen that asks you to populate your contact information as well as a free text field where you can detail the issue that requires assistance. You can attach a file to your request.

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4. Once complete, click Submit. This request will be sent straight to the Liftango Support team who will be in touch about the issue raised

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5. Click anywhere to finish the tutorial.

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Here's an interactive tutorial



1. Click anywhere to start the tutorial on Creating a Support Request from our dedicated support portal

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2. In the Liftango On-Demand Support portal there are Knowledge Database Articles which have information for several topics. To search for articles Enter your search term here...

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3. When the search has been done select the relevant item. In this case the knowledge article for payment methods.

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4. To review all articles click Solutions

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5. The topics are in categories, for example Call Centre Operations. Click See all 9 articles to see the rest of them

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6. Any of the knowledge database articles can be reviewed from here

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7. To review any existing tickets click Tickets

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8. Click Open or Pending to select different status

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9. To get a list of all tickets regardless of their status click All Tickets

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10. The tickets are listed here

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11. To get assistance where the knowledge database might not have provided the answers raise a ticket by clicking New ticket.
Note the selection of "Submit a Request" would also be fine.

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12. Enter a simple and descriptive Subject that outlines the issues

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13. In the body of the ticket enter as much information that explains the issue and what needs to be resolved.
A picture is worth a 1000 words so don't be shy to add some. Having as much information here can be very helpful for our agents

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14. When done with the providing all the details click Submit

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15. If something was missed on the initial submission, don't worry selecting to reply or adding more people be done

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16. Another way to create a ticket is to select SUBMIT A REQUEST.

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The checklist for reporting issues can include items from below, though it depends on the issue that is occurring. 

  • Clear explanation of what is happening, including the desired outcome
  • Include specific user, ride, operation, vehicle, route, carpark etc details. 
  • For rides times, locations, time constraint, passengers, payment method can be important
  • For reporting issues the specific report being used.
  • Reproduction steps - provide a step by step guide to reproduce the issue
  • Include screenshots, clear video recording, url links and any peripheral issues that might be relevant (see below)
  • The following questions can also be answered to help us further investigate and troubleshoot the issue:
    • Is the issue happening for all users or is it specific to your account?
    • Is the issue occurring on all devices and device types (e.g., Android vs. iOS)?
    • Is the issue specific to a certain date or time?
    • What happens if you change the network connection from Wi-Fi to cellular data?
    • Do you have any corporate VPN requirements in your environment?
  • For mobile applications, is Mobile Device Management (MDM) used to configure devices? If so, has the issue been analysed from the MDM tool? If not, please escalate the issue to your relevant IT department.
  • For customers with Single Sign On (SSO) authentication, can the users sign into the organisation’s environment?

*IMPORTANT NOTE ABOUT PII (Personal Identifiable Information, also referred to as PID Personal Identifiable Data)

PII is sensitive data and needs to be protected by the individuals with access to it. Examples from the application are full name, email address, phone number, date of birth, home/contact addresses and other potential custom fields designed for the service.

The proper precautions should be taken in the normal course of an operation:

- Clear screen policy of closing the portal when the screen/desk is left unattended
- For screenshots and recordings PII should be masked or blurred out so that it is unrecognisable
- Sharing documents (word, spreadsheets etc) containing PII should not have the file attached and instead an accessible link should be provided.  

This is an example

Check out the article How to Review Tickets in Freshdesk Support Portal to get more details about managing tickets from the portal.