When a support ticket is created, it appears on the Support page. If support managers are selected, they receive a push notification.
Manage a support ticket
Administrators open the support ticket to reveal the ticket details page:
Support ticket Number
Every support ticket has a unique number within a location (e.g., #30).
There are thirteen values for type organized by frequency of use. Setting the type helps you categorize your support tickets, which you can use in your workflow and analytics.
Description in text
Comments to support tickets with photos/videos attached.
Support ticket processing status:
Every support ticket activity is recorded in the Activity section:
Administrators change the support ticket type, update the status, select a new assignee, and add their comments to explain the solution to the users.
The support ticket's requester, assignee, and support managers receive push notifications on new activity and can participate in ongoing conversations through the support ticket.
The administrator updates the support ticket status to "Closed" when the issue is fully resolved. The support ticket with the "Closed" status will be visible on the Support page and available for changes for two weeks since the status changed to "Closed."
Search for a support ticket
For efficient support ticket management, you can easily find the particular support ticket you need using the search bar in the top right corner of the Support page. Users type the support ticket status, assignee or requester name, support ticket type, number, or even any word from the support ticket description, and the list of support tickets according to the query will appear.