TrueView FAQ

How do team members get access to TrueView?
Please contact sales support at [email protected] with the following information:  First and last name and email address of contact to be added.  Please include company name for account. 

Can I change my username and password?
You can change your password by hovering over My Account Information ; however, you cannot change your username. Please send user name changes to your sales contact. 

I have a question about a repair ticket I created in TrueView, who do I contact and how?
Please contact Service Admins at serviceadmins@barcodesinc.com with the following information:  First and last name and email address, followed with Ticket ID, when you created ticket and question for service team.  

I need to add information to the ticket I created?
Open the specific ticket in ticket summary and use memo field to add notes in the Reply to Ticket field. The user can also attach an image to this Reply and the ticket will be updated and sent to the support team for response.

How do I know my ticket was received by the Barcodes team?
You will receive email confirmation with details concerning next steps to the email address listed in ticket contact email address. The ticket will also appear in My Tickets with a status field.

Can I have the same physical location with different location ids?
Yes, you can use the same physical address and give it different Location IDs. For example, for different departments at the same location.

Can I bulk assign my assets to locations?
Yes, you can use the upload assets CSV tool located in My Assets to bulk assign assets to locations.

How do I reassign an asset?
You can use the edit function in My Assets to bring up the Asset Detail page and make changes to individual assets.

What if I can’t find my serial number?
If a serial number asset was purchased from Barcodes and is not displaying in My Assets, please send an email to: [email protected] and provide first and last name, email address, company name and missing serial number asset model and item number if available. 

What if I don’t see my contract?
If your contract is not listed on My Contracts page, please send an email to [email protected] and provide first and last name, email address, company name, Barcodes account number and missing information.

I have a break/fix contract but cannot find it listed?
Currently, there is not a field in Default View but is listed as an attribute when creating custom view. See How To's section to learn how to create a custom view. 

I noticed my contract is expiring soon, who do I contact about that?
Please contact your sales contact, open a ticket or contact the TrueSupport team with the specific details so we can assist.

I see I have an OEM contract for an asset but not a TrueSupport contract how do I get information about adding one?
Please contact your Sales contact or [email protected] with the specific details so we can assist. 

I have a TrueSupport contract but would like information about adding OEM contract.
Please contact your Sales contact or [email protected] with the specific details so we can assist. 

What does an OEM contract cover? What are the benefits? What are the differences between OEM and TrueSupport contracts?
Typically OEM or repair contracts provide an extended warranty service on the hardware itself. TrueSupport contracts provide Barcodes services on the hardware and software.

What types of contracts do you offer?
We can support and provide a wide breath of contracts on hardware, software and services. Please contact your Sales contact or [email protected] with the specific details so we can assist. 

My view that I created isn’t displaying?
You want to make sure that you have selected the view in the drop-down menu for it to display. The drop-down reverts back to the last view selected, any new views will show up under the title given in drop-down menu.

When do I get my reports emailed?
All reports are generated at midnight EST. Daily reports will be sent each day. Weekly will be sent on Sunday. Monthly reports on the last day of the month.

Can I change the way My Dashboard looks?
The widgets can be organized by the user based on personal preference by dragging up/down/left/right on the screen.

How can I provide feedback for portal improvement?
We welcome and encourage all feedback. Please send us an email [email protected] with comments and suggestions.