When you have a question about an insight, you can request a detailed analysis from Tractian's Technical Support Engineers (TSEs) directly from the insight page. The platform guides you through verifying your asset's technical specifications, lets you describe the problem in a rich text editor, and opens a discussion thread where you, your CSM, and the TSE collaborate.
Before You Start
You need access to the Insights section in the Tractian platform. Any user who can view an insight can submit an analysis request.
Make sure the asset's basic information (asset type, location, criticality) is already registered. This helps the system show the correct technical specifications for verification.
Have the following information ready, if available:
Operating RPM and whether a VFD (Variable Frequency Drive) is present
Bearing model/type (e.g., Timken 30210)
Gear data: gear type, number of teeth on driving and driven gears
Coupling type and mounting configuration
Any recent maintenance actions or operational changes on the asset
💡 Tip: The more context you provide upfront, the faster the TSE can complete the analysis. Requests with complete information are resolved significantly faster than vague ones.
Requesting an Analysis (Desktop)
The entire request flow happens inline on the insight detail page. You don't navigate to a separate form or page.
Step-by-step
In the top navigation bar, click Insights.
On the Insights page, locate the insight you have a question about. Use the filters at the top (Date, Assessment, Insights, Severity, Equipment Type) or the Search Insight bar to narrow the list.
Click the insight in the left panel to open its details on the right side.
On the insight detail panel, look for the section that says "Need help with this insight?". This appears below the Status and Asset information. Click Ask for human help →.
The section expands inline, showing the heading "How can we help with this insight?" along with the submission form. You see three elements: a prompt asking you to provide context, a technical specifications verification area, and a rich text editor for your request.
Verify the technical specifications. The system displays the current tech specs registered for this asset — for example, the operating RPM (shown as 1185 RPM in the example below). For each spec displayed, choose one of two options:
Button | When to click |
Looks right | The displayed value matches the actual operating condition of the asset. |
It's different | The displayed value is incorrect or outdated. Clicking this lets you provide the correct value. |
Important: Take a moment to verify these values carefully. Incorrect tech specs can lead the TSE to wrong conclusions in the analysis. If you're unsure, check the asset nameplate or ask your maintenance team before confirming.
Describe your request. In the rich text editor (the field that says "Leave request here"), type the details of what you need help with. Be as specific as possible:
What did you observe? (unusual noise, vibration pattern, temperature spike, etc.)
When did it start?
Were there any recent changes? (maintenance, load change, environmental change)
What have you already checked or tried?
The editor supports formatting: bold, italic, ~~strikethrough~~, ordered lists, unordered lists, and links. Use these to organize your message if needed.
(Optional) Add attachments or mentions. Use the toolbar at the bottom of the editor:
Icon | Function |
@ | Mention a colleague to notify them about this request. Start typing their name after clicking. |
📎 (paperclip) | Attach files: photos of the asset, videos of unusual behavior, or documents. |
🎤 (microphone) | Record a voice message to describe the situation verbally. |
💡 Tip: Photos of the asset nameplate are especially helpful. If the TSE needs bearing or gear data later, a clear nameplate photo can save a round of back-and-forth.
Click the submit button (the → arrow icon at the bottom right of the editor) to send your request. To discard your request without submitting, click Cancel.
After you submit, the insight's detail page displays a discussion thread with your request. The confirmed technical specifications appear at the top of the thread. The TSE assigned to your account is notified and can begin the analysis.
Important: Once submitted, you cannot edit the initial request. You can, however, add follow-up information by posting new comments in the discussion thread.
Using the Discussion Thread
After your request is submitted, all communication happens in the discussion thread on the insight page. This is where you, your colleagues, the CSM, and the TSE interact directly.
What the TSE's analysis looks like
When the TSE completes their analysis, they post it directly in the thread. A typical TSE response includes:
Section | What it contains |
Summary | An overview of the findings: whether the data indicates a real fault, operational behavior, or something else. |
For a more accurate analysis (if applicable) | A list of additional data the TSE needs from you to refine the analysis. This may include gear data, bearing models, or other specs not yet in the platform. |
Where to find this information | Guidance on where to look for the missing data, such as OEM manuals, asset nameplates, maintenance records, or purchasing records. |
Recommendations | Specific actions to take, such as updating specs in the platform, monitoring during mode transitions, or reclassifying similar future insights. |
Full PDF Report | A downloadable link to the complete analysis report in PDF format. Click Full PDF Report to open it in a new tab. |
[Screenshot: A TSE analysis response in the thread showing the Summary, Recommendations, and Full PDF Report link]
💡 Tip: Each time the TSE updates or generates a new report, it appears as a new comment in the thread.
How the back-and-forth works
The TSE may ask for additional information before completing the analysis. Here's a typical flow:
You submit the request with the context you have.
The TSE posts an initial analysis with what they can determine so far, and may ask for missing data (for example: "Providing the gear and bearing data will allow us to fully model the asset's mechanical behavior").
You reply with the requested information. You can type it, attach photos (such as a nameplate photo), or upload documents.
The TSE confirms the data, runs the analysis again with the new information, and posts an updated report.
Multiple people can participate. For example, a colleague who is physically near the asset can post the nameplate photo, while you handle the discussion about operational context.
Posting a follow-up comment
On the insight detail page, scroll to the discussion thread below your original request.
Type your message in the comment box.
(Optional) Attach files or mention colleagues using the toolbar icons.
Click the → arrow button to post your comment.
To respond to a specific comment in the thread, click Reply below that comment.
Requesting an Analysis via WhatsApp or RCS (Mobile)
If you're in the field and can't access the desktop platform, you can submit an analysis request through WhatsApp or RCS messaging.
How it works
A Tractian agent contacts you via WhatsApp or RCS when an insight is generated for one of your assets.
The agent asks you guided questions tailored to the asset type and insight type — similar to what you see on the desktop.
You respond conversationally: type your answers, send photos of the asset, or record short videos.
The agent compiles everything you provide and submits the analysis request on your behalf.
When the TSE responds, the agent relays the analysis back to you through the same messaging channel.
Important: The WhatsApp/RCS channel is for submitting context and receiving results. For detailed back-and-forth discussion with the TSE, use the desktop discussion thread.
Frequently Asked Questions
Can anyone on my team see the discussion thread?
Yes. Anyone who has access to the insight can view and post in the discussion thread. This includes other users at your company, your CSM, and the assigned TSE.
How long does the analysis take?
It depends on the complexity of the insight and whether the TSE has all the information needed. If the TSE needs to request additional data (like gear or bearing specs), the turnaround depends on how quickly you provide it.
Can I submit a request for multiple insights at once?
No. Each analysis request is tied to a single insight. If you have questions about multiple insights, submit a separate request for each one.
What if I clicked "Looks right" on a tech spec but it's actually wrong?
Post a correction in the discussion thread after submitting. The TSE will see the updated information and adjust the analysis accordingly.
The TSE asked for gear or bearing data and I can't find it. What should I do?
Check the asset nameplate — a clear photo of it is often enough for the TSE to identify the components. You can also check OEM manuals, datasheets, or internal maintenance/purchasing records. If you still can't find the data, let the TSE know in the thread and they will work with what's available.
What happens to previous reports when the TSE sends an updated analysis? Previous reports are preserved in the thread. Each time the TSE generates an updated report, it appears as a new comment with its own Full PDF Report link. You can access all versions by scrolling through the thread.
Can I cancel a submitted request?
Click Cancel before submitting to discard the request. Once submitted, contact your CSM if you need to cancel.
I submitted via WhatsApp but need to add more information. How?
Log in to the desktop platform, navigate to the insight, and post additional context in the discussion thread. Everything submitted via WhatsApp is also visible there.
Can I download the analysis report?
Yes. Every TSE analysis includes a Full PDF Report link. Click it to open the report in a new tab, where you can view and download it.