Dot Com HelpDesk

"Fast, organized, and effortless ticket management for eToll, eToll Plus, eLevy, ePass and Dot Com Investor Relations."

Welcome to your Helpdesk Dashboard — your central hub for tracking, managing, and resolving your support tickets. Stay on top of requests with real-time updates, seamless communication, and intuitive tools designed to deliver you exceptional support.

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Frequently Asked Questions

Quick answers to common questions about our help desk services

1

How do I submit a support request (ticket)?

There are several easy ways to get help:

  • Online Form: Visit our Support Portal and click "Submit a Request"
  • Email: Send your question to notifications@dotcomzambia.com
  • Chat: Click the chat bubble on our website during business hours
  • Phone: Call +260-972-909-104 to speak with our team
2

What happens after I submit a request?

Here's our process:

  • Instant Confirmation: You'll receive an email with your ticket number
  • Initial Response: A support agent will respond within our published timelines
  • Updates: You'll receive email updates when there's progress
  • Resolution: We'll notify you when your issue is resolved
3

How can I check the status of my request?

You have several options:

  • Email Updates: Check for our latest reply in your inbox
  • Online Portal: Log into our Support Portal to see all your requests
  • Ticket Number: Reference your ticket number in any follow-up communication
4

What information should I include when contacting support?

Help us help you faster by including:

  • Your name and account information
  • A clear description of what you need help with
  • What you were doing when the issue occurred
  • Any error messages you saw
  • Screenshots if they would help explain the issue
5

How long does it take to get help?

Our response times are:

  • Critical Issues (system down): Within 2 hours
  • High Priority: Within 4 business hours
  • Standard Requests: Within 24 business hours
  • General Questions: Within 48 business hours
6

Can I attach files to my request?

Yes! You can attach:

  • Screenshots or photos
  • Documents (PDF, Word, Excel)
  • Error messages or logs

Maximum file size: 10MB per file

7

What if I need help outside business hours?

We offer:

  • 24/7 Emergency Support for critical system issues
  • Knowledge Base with guides available anytime
  • Automated Ticket Creation for non-urgent requests
  • Extended Support Plans for businesses needing after-hours help
8

How do I provide feedback on my support experience?

After your request is resolved, you'll receive a short survey. Your feedback is anonymous and helps us improve our service for everyone.

9

Where can I find answers without contacting support?

Try our Self-Service options first:

  • Knowledge Base: Searchable articles and tutorials
  • Video Guides: Step-by-step video tutorials
  • Community Forum: Ask other customers
  • Announcements: Service updates and maintenance notices
10

Can I update or add to an existing request?

Yes! Simply reply to any email from us about that request. All your previous information stays together, making it easier for us to help you.

11

How are different types of issues handled?

We route requests to specialists:

  • Billing Questions: Our accounts team
  • Technical Issues: Our technical support engineers
  • Feature Requests: Our product team
  • Account Management: Customer success managers
12

What reporting can I see about my requests?

You can access:

  • History of all your past requests
  • Status of current open requests
  • Time to resolution for previous issues
  • Satisfaction ratings you've provided
13

How does your system work with other apps I use?

Our support system can connect with:

  • Your email (through ticket creation)
  • Chat apps for quick questions
  • Project tools if you need task tracking
  • CRM systems to share customer history
14

What if my issue is very complex?

For complex issues, we:

  • Assign a dedicated support specialist
  • Schedule screen-sharing sessions if needed
  • Provide regular progress updates
  • Escalate to senior engineers when required
15

How do I change my contact preferences?

You can:

  • Update notification settings in the Support Portal
  • Choose email or phone as your preferred contact method
  • Set quiet hours when you don't want to be contacted
  • Update your contact information anytime

Still have questions? We're here to help!

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