MCS Ticketing System

All support tickets are automatically logged by Motorcity Systems (MCS) and assigned to the customer. There are three methods for creating support tickets for the MCS applications: Zendesk Guide, in-app form, and email. If you’re submitting a support ticket with Zendesk Guide or the in-app form, use the Help link in the bottom left corner of the MCS application.

Before submitting a support ticket, please review the tips for creating a support ticket with MCS Support.

Zendesk Guide

Online product support for ADMIN, IDENTITY, RELAY, TORQUE, and WIRE may be found by clicking the Help link in the applications. Users who need to submit a support ticket will use Zendesk Guide.

To review the online product support, click Help in any of the MCS applications. If you’re unable to resolve your issue using the resources provided, click “Submit a request” at the top of the screen to create a support ticket. Complete and submit the form to create a support ticket.

In-App Form

GAUGE users may submit a support ticket using the in-app form found by clicking the Help link. Complete and submit the form to create a support ticket.

Email Ticket Creation

All users, regardless of the application, may email MCS Support at [e-mail] to create a support ticket.

Tips for Creating a Support Ticket

In general, when reporting an issue or asking questions, the more detail that may be included in the initial request, the better. Completion of the following fields is requested.

• Name, email address, and phone. Please share your name and the email address used with the MCS applications, and if applicable, the best phone number that you may be reached at.
• Subject. The subject of your support ticket should be clear, and concise, and identify the issue or question.
• Description. Describe the issue or question as best as you can including any additional detail such as steps to recreate the issue, a copy of any error messages received, visual screenshots (if an attachment is allowed), relevant examples or references, and the business impact.
• Product. The MCS application where the issue occurred, or that you have a question about.
• Error ID. If applicable, the error ID generated by the issue.