Open a request

  1. Open the Ayarlar › Hesabım › Destek (Settings › My account › Support) tab and press Yeni talep (New request). Or open the help panel on any page and use Destek talebi oluştur (Create support request) at the bottom; the form opens together with the page you are on.
  2. Enter a subject and choose the type: Soru (Question), Hata / sorun (Bug / problem), Öneri (Suggestion), Fatura / abonelik (Billing / subscription) or Diğer (Other).
  3. Write your message. The Talebe otomatik eklenecek (Added to the request automatically) box shows the page and the last error you saw in the past half hour that will be attached; untick it if you do not want the error included.
  4. If needed, choose a file with Görsel ya da Excel ekle (Add image or Excel) or paste a screenshot into the message box (Ctrl/Cmd+V). Up to 3 files per message; images up to 5 MB, Excel/CSV up to 10 MB.

Anyone can open a request, including Branch Managers and other roles. Everyone on the team sees their own company's requests. If you prefer email, write to support@rentokey.com.

Follow replies

  • Requests are listed with their status: Açık (Open), Yanıtlandı (Answered) or Kapandı (Closed). Every request has a number (for example #1024) that you can quote when talking to support.
  • When the support team replies you receive an email. In the app, a RentOkey destek ekibi yanıt verdi (The RentOkey support team replied) bar appears at the top of every page, the number of unread replies shows next to the Hesabım (My account) and Destek (Support) tabs in Settings, and the request shows Yeni yanıt (New reply). Only the person who opened the request sees these markers.
  • Opening the request clears the marker. You can hide the bar for the session with Kapat (Close); it comes back when a new reply arrives.
  • You can keep writing in the request and attach files to your replies too. Once your problem is solved, close the request with Sorunum çözüldü, kapat (My problem is solved, close).

When a request is closed, you can rate the support with 1–5 stars and an optional comment in Destek deneyiminizi nasıl buldunuz? (How was your support experience?). Closed requests are permanently deleted after 2 years.

Give the RentOkey team access

So that we can solve a problem faster by seeing your records, the System Administrator can grant access for 1 hour, 24 hours, 3 days or 7 days (with an optional note) in the RentOkey ekibine erişim izni (Access for the RentOkey team) section of the Destek (Support) tab. In an open request, Bu talep için 24 saat erişim ver (Give 24-hour access for this request) grants access for that request directly.

  • The team can only view your records and cannot change anything.
  • Customer phone numbers are masked and ID numbers are never shown.
  • While access is open, a bar appears at the top of the app; manage it with Süreyi uzat (Extend) or Erişimi şimdi kapat (End access now).
  • The Erişim kaydı (Access log) shows who viewed which section (reservations, vehicles, customers…) and when; access granted for a request shows its number, for example "#1024 için" (for #1024).

Edit access so we can import your data

If you would rather not import your data yourself (for example, you attached your Excel file to a request), choose Verilerimi aktarabilir ve düzenleyebilir (May import and edit my data) in the same section and grant 1, 4 or 24 hours. In an open request, Verilerimi aktarmanız için 24 saat düzenleme izni ver (Give 24-hour edit access to import my data) grants the same for that request. Sending files with Verilerinizi biz aktaralım (Let us import your data) in the Excel import also grants it automatically; see Import data from Excel or CSV.

  • During that time the team can enter your company and add or edit records (including smart import). It cannot access your team, subscription, account closure, data export, integration and bank details, or storage clean-up.
  • Edit access lasts at most 24 hours from when it is granted; if more time is needed, end it and grant it again.
  • While the team works in your company, the top bar says RentOkey destek ekibi şu an firmanızda çalışıyor (The RentOkey support team is working in your company now). Every change it makes appears in Activity history under "RentOkey Destek" (support@rentokey.com), and the access log shows when the session started and ended.
  • Access ends the moment you press İzni kapat (End access).