How to file a ticket

How to File a Support Ticket

If you need help with your Zone system, the best way to contact our team is by filing a support ticket. This ensures your request is logged, tracked, and directed to the correct support team.

There are several easy ways to create a ticket.

Option 1 – From the Help Centre

1. Go to the Help Centre.

2. Click File a Support Ticket at the top of the page.

3. Fill out the support form with the details of your issue.

4. Submit the ticket.

Once submitted, your ticket will be sent to the appropriate support team.

Option 2 – Through the Customer Portal

You can also manage your support requests from the Customer Portal.

From the portal you can:

• View your existing tickets
• Check updates from support
• Reply to tickets
• Create a new ticket

To create a new ticket:

1. Open the Customer Portal

2. Select File New Ticket

3. Enter the details of your issue

4. Submit your request

Option 3 – Direct Ticket Link

You can also create a support ticket directly using the link below:

Create a Support Ticket

Your Site ID

When filing a support ticket, you will need to provide your Site ID.

Your Site ID helps our team identify your location and system quickly so we can assist you faster.

If you do not know your Site ID, you can find it here:

How to Find Your Site ID

Tips for Faster Support

To help our support team resolve your issue quickly, please include:

• Your Site ID
• Your system type (Helios3, Helios2.5, Helios2, etc.)
• A clear description of the issue
• Photos or screenshots if available
• Any error messages shown on screen

Providing more details helps us diagnose and resolve the issue much faster.