Motive Support Portal Guide

Audience Fleet Managers, Fleet Admins
Applies To Support Portal 

 

Introduction

The Motive Support Portal enables Fleet Managers and Fleet Admins to independently create and track tickets without contacting the Motive Support team. They can create new tickets and track all tickets created under the company name.

This guide contains the following sections:

Click on any image to enlarge it.

 

How to Register on Motive Support Portal

  1. Once your Fleet Admin requests your access to the Motive Support Portal, Motive enables it for you. Once enabled, you receive the following email on your registered email address. To verify their account, click on the verification link in the welcome email.

    2. a. If you are not logged into Fleet Dashboard, you are redirected to the Fleet Dashboard Login page to provide Fleet Dashboard Credentials. Once you enter the correct information and credentials, you are taken to the Support Portal Home Page.

    b. If you’re already logged into Fleet Dashboard and click on the Support Portal URL, you’ll automatically get logged into the Support Portal.

  2. Once logged in to the Support Portal, you can see all the pending and active cases listed under your company’s name.

  3. As an Admin, you can also 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. 

 

How to create a case on 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 a brief description of the issue.
  3. You can also Upload Files relevant to the case. 
  4. Click Create.

  5. Once the case is created, you can now see its details mentioned on the right-hand side and the case number on the left-hand side.

  6. Once Motive starts working on your case you’re sent an email. You can respond to the Motive representative by using the Message option at the bottom of your screen.

  7. When you case is resolved, Motive’s representative will comment on your case. You receive all your case comments and emails on this case feed. Click View Email to see a detailed version of the email. 

    8.  

    How to reset the password on Motive Support Portal

    With SSO enabled on the Motive Support Portal, you can now log into it using your Fleet Dashboard credentials. If you have forgotten your Fleet Dashboard password, then please follow the steps mentioned in How to reset the password for the Fleet Dashboard.