Tickets
A Ticket is created when a requester faces an issue or needs technical assistance from the support team. Tickets help track the issue details, communicate with technicians, and monitor the progress until the issue is resolved.
To know more about what a ticket is and how it works, click here.
Submitting a Ticket
Refer to the Submit a Ticket page to understand how to raise a new ticket.
What Do You See on the Screen
The Ticket page displays all tickets raised by the requester. The screen is divided into two sections:
Active Tickets
Displays all open or in-progress tickets. For each ticket, the requester can view:
Ticket ID
Status (New, Open, In Progress, etc.)
Created Date & Time
Ticket Subject
Latest update from the requester or the system
Users can click on any ticket to view full details, including conversation history, ticket attributes, and support team updates.
Closed Tickets
Shows all resolved and closed tickets.
When you open a ticket, you can view:
Executive Summary
Catalogue, Service, Category
Description of the issue
Customer details
Ticket source, priority, impact
Assigned group and assigned time
System updates and technician updates
The requester can also interact through:
Notes
Requests can add notes to communicate with the support team. Notes can include clarifications, additional information, or responses to technician queries.
Add Note
Scroll to the Add Notes section.
Enter text in the editor.
Select Public to share notes with the assigned technician or any technician who has permission to view the ticket, or choose Private if the note is only for your personal reference.
Click Save.
This creates a new communication entry within the ticket’s timeline.
Attachments
Requesters can upload supporting files such as screenshots, logs, or documents.
Add Attachment
Click the Add button under the Attachments section.
The upload pane opens on the right.
Drag and drop a file or browse to upload.
Select a Category (Default, Ticket Screenshot, Team Docs, Others).
Enter an optional description.
Click Upload to attach the file.
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