The Genfare Customer Portal is an online self-service platform where you can create support tickets and manage repair orders. The platform is one of the greatest benefits of maintaining a Genfare software support agreement (SSA) package.

Previously, customers needed to contact our Customer Care team for support with your fare collection solution and start technical support cases. This process may not be the most convenient – especially if issues occur outside of our support team’s work hours or if there is a backlog of calls or emails.

Now, customers with an up-to-date SSA have access to the Customer Portal, where you can create new technical support cases and manage existing cases online. Keep reading to learn how.

How to create a case in the Customer Portal

In order to create a new technical support case, follow these steps.

  1. Log in to the Customer Portal. If you need assistance with logging in, contact your agency’s administrator.
  2. From the home page, click Create Case. 
  3. In the Subject dialog box, include a short summary of your issue. As you enter the subject, you’ll notice that the Customer Portal will automatically populate potentially relevant Knowledge Base articles. These articles may help you resolve your issue without needing to involve technical support.
  4. In the Description dialog box, write about your issue in greater detail. Provide as much context as possible, so technical support is greater able to support with resolving your issue in a timely manner.
  5. If you’re unsure of the severity of your issue, scroll down and reference the Case Entry Guidelines and Recommendations section. Select the appropriate level of severity in the Priority dialog box. If your issue requires a P1 priority, you’ll need to call Genfare Customer Care to report it.
  6. Finally, select your delivery date within the Desired Completion Date dialog box.
  7. Once you click the Submit button, your case has been created.

You can expect to hear back from our team as soon as possible. For more information about the status of the case, you can also manage it from within the Customer Portal.

How to manage your case in the Customer Portal

In order to manage an existing technical support case in the Customer Portal, follow these steps.

  1. From the Customer Portal home page, click My Cases.
  2. All of your open cases will populate in the next screen. You can click any link on an open case to open that particular case.
  3. If you need to add additional information to an open case, look for the Case Comments box on the right side of the screen. Click New. Type in your comment or question, then click Save. 

 

If you need further assistance with creating and managing your cases, watch the video below.

 

Log in to the Genfare Customer Portal to get started.

Visit the Customer Portal