Motive Support Portal Guide

The Motive Support Portal enables Fleet Managers and Fleet Admins to independently create and track tickets without contacting the Motive Support team.

Overview 

Motive’s enhanced Support Portal gives customers a unified, self-service hub to access support from the Motive Dashboard, manage cases, and stay in control of resolution. Key benefits include: 

• Seamless Access: Sign in from your Motive Dashboard and move between tools without losing context.
• Easy Case Creation: Capture key details up front, search and link the right devices, and give Support the information they need to start troubleshooting immediately.
• Case Visibility: Add teammates as case collaborators so they can follow progress, receive updates, and reply directly from the portal or email. 

Accessing the Motive Support Portal

Fleet Admins and Fleet Managers can access Motive’s Support Portal directly from the Fleet Dashboard. If you do not have access, please contact your Fleet Admin and ask them to request access on your behalf. 

1. Login to the Motive Fleet Dashboard and click the question icon. 

2. Click Support Portal and the page redirects to the Support Portal automatically. 
3. As an Admin, you can see all the cases under your company by filtering to My Account Active Cases. The statuses of your cases are displayed in the Status column.

Creating a case on the Motive Support Portal

1. Once you log in to the Support Portal, click Create Case at the top right corner.

 

2. A pop-up appears, enter your contact number, a subject line, and select a Request type. 

 

3. Select a Request type from the dropdown. 

4. If you have selected Device, you  can search and add the affected device by entering the Device Serial Number, VIN, or Vehicle ID in the search box

5. Describe the impact on your business. 
6. Add upto 3 collaborators to the case. Once added, each collaborator receives a notification that they have been added as a case collaborator.  

 

 

7. Upload Files and click Create. 

 

 

8. Once the case is created, A popo up appears listing the case number.
9. Once Motive starts working on your case you’re sent an email. You can either initiate a communication or respond to the Motive representative by using the Message option at the bottom of your screen on case detail page.
10. When your case is resolved, Motive’s representative will comment on your case. You receive all your case comments and emails on this case feed.
11. Click View Email to see a detailed version of the email. 
12. Alternatively, you can view case details by selecting the desired case in the support portal.
13. You can add upto three case collaborators by clicking Case Collaborators.
14. You can also view the added device(s) by clicking View Linked Devices. 
15. If you want to close the case, open the case details and click Close Case. 

 

16. To close the case, select a Reason, add a Comment, and click Close Case. 

 

FAQs

 

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