ZEF's Support team is available to assist with any questions or issues related to ZEF chargers or ZEFNET. While ZEF maintains a 24/7 Phone Support line for drivers, the best way to get support as a charger owner is to open a Support ticket. This can be done by emailing support@zefenergy.com, or by opening a ticket within ZEFNET.
Non-Charger Specific Support Ticket
If your Support issue is not related to a specific charger/plug, you can submit a support ticket in ZEFNET in the Support - Tickets module.
1. Open Support-Tickets, and select the 'new ticket' icon. Select 'Create a general support ticket (non-charger).
2. Enter the subject of your support inquiry.
3. Describe your issue (the more detail, the better). Attach any files required, and SAVE.
Charger Specific Support Ticket
For an issue related to a specific charger/plug, you can follow the process outlined above, but select 'Report a charger issue' rather than 'Create a General Support ticket', or:
1. Open the Devices module, locate the plug in question, and click the ticket icon to the far right. Select 'Report a new charger issue'.
2. Fill out the following fields:
| Problem Category | Select the option that best describes your problem, or pick 'other'. |
| Charger Type | Select the type of charger the issue pertains to |
| Subject | A brief outline of the issue |
| Ticket Body |
Describe your issue/question in detail. Please be sure to include any information that may be helpful, e.g. specific dates/times that an issue was experienced. You may also attach photographs via the paper clip icon. |
3. SAVE. You should now notice that the ticket icon now has a circle with a number over it. This indicates that a Support ticket exists for this plug. Please note the following details:
orange = ZEF Support has replied and the issue requires your input
blue = awaiting a reply from ZEF Support
A list of open ZEF Support tickets for an organization can be viewed by visiting the Support - Tickets module in ZEFNET, and looking under the 'Active' tab. Tickets that were opened by a user can be viewed under the 'Your Tickets' tab, and tickets that have been resolved can be viewed in the 'Closed' tab. We'll discuss the 'Service Tickets' tab in the next section.
4. Ticket updates will be emailed directly to you, but will also be surfaced in ZEFNET - you can view ticket messages from ZEF Support by clicking on the ticket icon.
Notes: We do our best to respond to messages within one business day. If there is an action or answer required by your team, we will check in on a weekly basis. If we do not receive a response after three check-ins, the ticket will be closed, but will be re-opened automatically if a response is received.
ZEF Service
If a charger is damaged or vandalized, it may require replacement parts or a service technician dispatch. When this occurs, a Support ticket may move into our Service workflow, in which the following occurs:
1. Quote Created - a quote is generated outlining any costs associated with service
2. Quote Approved - the quote must be approved by the customer in ZEFNET
3. Work Order - a work order is generated to support a Service dispatch
4. In Progress - the service technician is working on your issue
5. Work Completed - the work order has been closed by the service technician
6. Ticket Closed - ticket completion is communicated to customer and ticket is closed
This process can also be tracked in the Support - Tickets module in ZEFNET by clicking on the 'Service Tickets' tab. There, you can click the ticket in question to display each step of the process outlined above, and where your case currently stands. You can also view supporting documents (quotes, service orders, etc., and can 'ACCEPT' a service quote).
Note: you can update your ticket at any time if you have questions about the status of your case within this process.
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