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SMARTFENSE Help Center

  • Updated

This article explains how to use the SMARTFENSE Help Center to browse the knowledge base, use the AI Agent, submit technical requests, and track open cases.

The Help Center is the portal offered by SMARTFENSE to navigate the knowledge base with available articles and guides, and to manage technical requests with the Support team.

Access URL: https://support.smartfense.com/

How does the Help Center work?

  • Help Center registration
  • AI Agent
  • Knowledge base
  • Submitting technical requests
  • Request tracking

Help Center registration

  1. Go to https://support.smartfense.com/ and you will see the home page with a Sign in link.
  2. If you are already registered, select Sign in.
  3. If this is your first time, register by clicking the Sign up link.
    1. Enter your Name (Last name and First name is suggested) and your Email address.   
      • You must register with your company's corporate email to maintain traceability and proper management of your requests.
      • Personal accounts are not allowed and may be deactivated by the technical support team (e.g., name.lastname@gmail.com).
      • You cannot register with more than one email account; in that case the technical support team will merge both accounts.
    2. Click the Sign up button. You will receive an email with a link to set your password.                
  4. Once registered, you can Sign in with your email address and chosen password.

AI Agent

The Help Center includes an artificial intelligence assistant available on every page of the portal. To access it, click the blue icon located in the bottom-right corner of the screen.

When opened, the SMARTFENSE AI Agent greets you and invites you to type your question in natural language.

The agent responds with relevant information and, when appropriate, suggests one or more knowledge base articles with a View article button to access the full content.

At the end of its response, the agent asks Was the article helpful?:

  • If you select Yes, the agent confirms it is glad to have helped and remains available for further questions.
  • If you select No, the agent asks Would you prefer to speak with a person? and displays the Talk to a human button to escalate the query to the technical support team.

Knowledge base

Browsing the knowledge base does not require signing in. You will have access to different categories with sections and their articles and guides.

You can also search to find content related to the text you enter.

Submitting technical requests

To submit a technical request, click the Submit a request link.

You can submit technical requests with or without being signed in:

  • If you are not signed in, the system will ask you to enter your email address. It must be the same one you registered with in order to track the request.
  • If you submit the request while signed in, the portal will recognize your email address and will not ask for it in the form.

Technical request form

You will need to fill in the following fields:

  • Subject
  • Description (remember to mention the client on whose behalf you are submitting the request)
  • Instance URL (Optional)
  • Attachments (Optional)

When you type the Subject of the request, a list of related knowledge base articles will appear. You can open them in a new browser tab to check whether the content resolves your query.

For every request you submit, you will receive an email from support@smartfense.zendesk.com. Through that email you can stay in contact with the SMARTFENSE technical support team and maintain traceability of the case.

Request tracking

Signing in is required to track your technical requests, as this keeps your requests confidential.

Once signed in, go to the menu and access the Requests option.

Technical support hours

Support hours: Monday to Friday (business days) from 9 AM to 11:59 PM (Central European Time / CET / GMT+1).

💡 Best practices

  • Before submitting a technical request, consult the AI Agent or the knowledge base: you may find the answer immediately without having to wait for the support team.
  • Use a clear and specific Subject so the Help Center can suggest relevant articles and the support team can respond more quickly.
  • In the Description, always include the client and the context of the issue to improve traceability and reduce unnecessary back-and-forth.
  • Add the Instance URL (Optional) when applicable, to facilitate technical validation by the administrator or the support team.
  • Attach Files (Optional) (screenshots, logs, or evidence) if they help reproduce the incident or validate a notification.

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