We handle the data. You build the experience.
Every support channel is engineered for clarity and speed. Choose the path that matches your urgency, and we’ll meet you there with the context you need.
Direct Line to the Core
For high-priority escalations and critical system alerts, our dedicated team monitors specific channels 24/7. Use the appropriate address to ensure your request is routed to the correct specialist immediately. All communications are encrypted via TLS 1.3; PGP keys are available on request.
Technical Escalation
Critical bugs, performance issues, API failures
support@trackeno.pro
Partnership & Integration
API access, custom solutions, enterprise deals
partnerships@trackeno.pro
Billing & Invoices
Payment plans, invoices, subscription changes
billing@trackeno.pro
The Helpdesk Interface: A Live Demo
A single screenshot can convey more than a thousand words. Below is a representative mockup of our internal support interface—identical to what our engineers use. It highlights the "Context Capture" field, which automatically logs your last 10 actions, significantly accelerating diagnosis.
AI Triage Layer
Incoming tickets are parsed for keywords, urgency, and product area to route to the correct specialist instantly.
Annotated Screenshots
We use built-in markup tools. A picture with an arrow pointing to a UI element is worth more than a paragraph describing it.
Action-Specific Labels
Avoid "Submit." Use "Report Anomaly" or "Request Refund." Labels set user expectations and reduce ambiguity.
Figure 1: Mockup of the internal support ticket submission form. Note the 'Context Capture' field (auto-populated) and the specific action buttons.
Pre-Engagement Checklist
Follow this decision tree to resolve issues faster or ensure your ticket contains all necessary context. This reduces average resolution time by 35%.
Trade-off: Email vs. Form
- SpeedEmail (Urgent)
- ContextForm (Detailed)
- TrafficEmail (Low)
Use email for critical alerts. Use the form for non-urgent, detailed reports that benefit from structured fields.
Optimizes For
- ✓Reduced ticket volume
- ✓Faster first-response
- ✓Better engineer context
Global Presence, Local Focus
We operate from a single primary hub to maintain tight engineering and design alignment. All remote collaborators integrate through our Istanbul core. This structure minimizes fragmentation and ensures consistent execution velocity.
Trackeno HQ
Istiklal Caddesi No: 123, Beyoğlu, Istanbul, Turkey
Operational Hours
Mon-Fri: 09:00 - 18:00 GMT+3 (Support: 24/7 for Critical Alerts)
Remote Clusters
Berlin (EU) • Singapore (APAC) — Fully Integrated
Submit a Detailed Report
For non-urgent issues, use this form. The "Context Capture" field is recommended; it pre-fills with your last actions to save you time.
Ticket Submitted
Thank you. A specialist will review your context and respond within the next 4 business hours. Your ticket ID is #TRK-7842.
Key Support Terms
We believe in precise language. Understanding these terms sets clear expectations and avoids confusion.
SLA
Service Level Agreement. We publish our targets, not guarantees.
Escalation
Moving a ticket from L1 support to a specialist engineer.
Context Capture
Automated logging of user actions preceding a report.
Retainer
Pre-paid hours for guaranteed support capacity.
Root Cause Analysis (RCA)
A formal report explaining why an incident occurred.
Downtime
Time when the core API is unavailable to 95%+ of users.
Before & After: A Bug Report
"The dashboard is slow. Please fix."
"Dashboard loading time increased from 1.2s to 4.5s when filtering by 'Region' > 'APAC' on the User Growth chart."
Ready to engage?
Start with the checklist above. For anything urgent, the direct line is always open.