How to Submit a Help Desk Ticket
If you run into an issue or have a question this knowledge base doesn't answer, submit a help desk ticket and JEKA's support team will help. Tickets are free-form, require no account, and the whole conversation happens over email.
Step 1 – Open the ticket form
- Step 1: Go to [portal.jekasoftware.com/support](https://portal.jekasoftware.com/support) and browse the knowledge base first — many questions are answered there.
- Step 2: If you still need help, select Submit a ticket (or go directly to [portal.jekasoftware.com/support/ticket](https://portal.jekasoftware.com/support/ticket)). You do not need to sign in or create an account.
Step 2 – Fill in the form
- Email address — required. All updates on your ticket arrive here, so double-check it.
- MyWatchtower username — optional. If your question is about MyWatchtower, including the username (email) you sign in with helps us find your account and community faster.
- Subject — a brief summary of the issue, e.g. "Cannot add a new vehicle in MyWatchtower".
- Description — the details: what you were doing, what happened, any error messages, and what you've already tried. Mention which product the issue concerns (MyWatchtower, Horizon, or other).
Avoid pasting sensitive personal information — passwords, full addresses, license plates — unless we ask for something specific.
Step 3 – Watch your inbox
- Step 1: After you submit, you'll receive a confirmation email whose subject contains your ticket reference in the form [JEKA-####]. Keep it — that tag is how the system threads your conversation.
- Step 2: To add information or respond to our team, simply reply to that email, leaving the [JEKA-####] tag in the subject line. Every reply is attached to your ticket automatically.
- Step 3: Our support team's answers arrive in the same thread. There is no separate ticket-tracking login — your inbox is the ticket.
If you can't find the confirmation email, check your spam folder, and add support@jekasoftware.com to your safe senders. You can also email [support@jekasoftware.com](mailto:support@jekasoftware.com) directly; a ticket is created for you the same way.
Best practices
- One issue per ticket. Separate problems get separate [JEKA-####] threads and are resolved faster.
- Be specific: list the steps you took in order, and include the community name if you're community staff.
- Reply in-thread rather than opening a new ticket for the same issue.
- For urgent matters affecting gate operations, contact your community admin or gate supervisor directly in addition to opening a ticket.