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Navigating the Mechdyne Support Portal:

Using a Pivot Account

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To continue to provide excellent customer service, the Technical Service Department at Mechdyne has adopted a new database.

• Faster response times• Better communication• Enhanced tracking capabilities

The following Slideshare will walk you through some simple navigational changes in the system interface.

Navigating Pivot: Mechdyne’s Online Service Database

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Request Assistance• You have the ability on this page enter an

incident directly• This incident information gets delivered directly

to the Mechdyne onsite technicians• You can expect a response with in 1 hour

Pivot & Pivot+ Log-in• If you were assigned a Pivot account please log in

here• You have all of the same capabilities as the Web-

form but you are able to see prior requests

Alternative Contact Information• US 1-800 Number• A/V Support Email Address• Both the phone number and the email address

are setup to route to multiple technicians at once

A/V Support PortalThis page gives you access to all methods required to contact a Mechdyne On-Site Technician.

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Initial Pivot Account SetupWhen accessing the new system for the first time, you need to log in using your username and password received via email. The system will immediately prompt you to change your password. To change your password after this initial setup, please email service@mechdyne.com or create a case requesting that your password be reset.

• Customers received a new login and password via email.

• Log in using the system generated information received via email.

• You will be automatically routed to this page.

• Follow screen directions to change password.

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Home• Initial screen you

see at login

Log a Case• Enter new service

request

View Cases• Track open service

requests • Add information to

open service requests

• Review service tech comments

• Review closed cases

Home screenUsing the navigational bar, customers and service engineers can access all case-critical information.

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Enter a new service request from the Log a Case tab.

To initiate a service request

• Fill in the name of the room or location that the incident is occurring in, the more precise the better

• Select the type if incident being reported

• Give a quick summary of the issue in the Subject line.

• Describe any additional notes or requests.

• Submit the request.

You will immediately receive a confirmation email assigning the request a number.

Entering a service request

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Ongoing communicationEvery time a service engineer adds a comment to the case log, you will receive an email. To respond to the email, use the link provided (see arrow). These email communications are logged in the case file and available for your review. If the link doesn’t seem to work going to www.mechdyne.com/service and logging in will show you your cases and you can then go to the case number referenced in this email.

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To view your open cases, click on the View Cases tab.

To view closed cases, click on the View Closed Cases button.

To view all open cases at your location, click on the View All Cases button.

Viewing case list

To view case details, click on the subject description of a specific case.

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From this screen, you can review for an individual case the status and all past updates.

Using the buttons at bottom of the case status page, you can add comments and attachments into the case history (photos, screenshots, etc).

Viewing case details

Case details are visible on the View Cases page.

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AttachmentsDirections for adding an attachment are provided on screen.

When you are done uploading files, click done to return to the previous page.

CommentsType comments into text box provided.Submit request

Adding information to case log Using the buttons at the bottom of the case details page, you can add comments and attachments into the case history (photos, screenshots, etc.).

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Communicating case closedYou will receive an email notification when a case has been closed. Example below.