Each call or email will generate a ticket number
For security purposes, we highly recommend that your hotel is registered for the user support portal using the email address each user gives when opening a ticket with our team.
Only one way to get connected
Our Client Experience team will only use one method to connect remotely to your hotel computer, Zoho Assist.
Whether you are using the Desktop or Cloud PMS, the preferred method for remote connection is through the link sent to your email. The request will be directed to the email address linked with your ticket and can be accessed within the ticket on the Visual Matrix support portal. If you do not have access to your email, you will be redirected to a unique URL on the Visual Matrix portal: visualmatrix.com/connect.
We will never ask you for your password, a guest credit card number, or any other sensitive data.
Do not share
this information with anyone over the phone - no matter what.
If you ever feel uncomfortable
about a request made by a caller identifying as a Visual Matrix Product Support Technician, you can ask to verify the caller's identity before going forward:
- Ask for their name and the ticket number that they are calling about. Explain that you will hang up the phone and call back.
- Call our support department at 214-291-4000. Select option 1 for Support, and ask for the technician or give the answering representative the ticket number you were provided.
- Never use a telephone number other than a published Visual Matrix support number to connect with our Product Support Team.
If you suspect an unauthorized user has accessed your system
As soon as possible after a potential security issue, such as a scam caller contacting your hotel, you should contact your local police department and local IT provider.
Additionally, affected Best Western hotels should contact the Best Western Helpdesk for further instruction.