Create a Zendesk Ticket

There are several ways that as an internal user you can create a ticket for the Support team in Zendesk. If you need Support to troubleshoot a bug or if you've found a bug and need them to enter a Jira issue, you must create a Zendesk ticket.

• On the Enterprise Support Center
  • Enterprise and WeTrack
• From the Zendesk Dashboard
  • Enterprise, WeTrack, and Elite
• Via Email
  • Elite

On the Enterprise Support Center

Products: Enterprise and WeTrack

1. Go to the Enterprise Support Center at https://supportcenter.ungerboeck.com/hc/en-us.
2. In the upper-right corner, click Submit a request > Submit a new request. The ticket form page opens.
3. In the dropdown, select the appropriate ticket form:
   • Enterprise: Select Report an Error / System Support
   • WeTrack: Select WeTrack Support Request
4. Fill out the ticket form. In the description, use the bug report outline for the appropriate product in How to Post in "Bug or Working as Designed" Forums so that Support has all the information needed.
   • If you are opening a Zendesk ticket after posting in the WeTrack Documentus forum, include a link to the Documentus post.
5. Click Submit.

From the Zendesk Dashboard

Products: Enterprise, WeTrack, and Elite

You must be an agent to use this method.

1. Log in to Zendesk at https://ungerboeck.zendesk.com/agent.
2. In the upper-left corner, click +Add. A new ticket form opens.
3. Add the necessary information:
   • Brand: Confirm the brand is Momentus Support Center.
   • At the bottom of the page, click Apply Macro.
   • If you know the name of the macro, search for and select it. Otherwise, select Group Assignments and select the macro to assign the ticket to the correct team:
     • EMEA > Enterprise - EMEA Support Services
     • EMEA > Elite - EMEA Support Services
     • AP > Enterprise - AP Support Services
     • AP > Elite - AP Support Services
     • Americas > Enterprise - US Support Services
     • Americas > Elite - US Support Services
     • Assign to WeTrack Support
   • When you select the macro, the correct ticket form will be selected, the ticket will be assigned to the correct Support group, and notes about what information to include will be added to an internal note. Add the information requested.
   • Check the left sidebar for required fields (they're different by product) and add the necessary information.
4. Click Submit as New Ticket. 

Via Email

Product: Elite

If you are conversing with a client via email, you can forward the email chain to Support via the appropriate email (see How do I contact the Momentus Elite Support Team?) to create a ticket. Please note that Elite will be moving away from email-based support to the ticket forms later in 2025 (stay tuned!).