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This document explains how to answer and manage trouble tickets
(further referred as TTs) created by your customers
or generated by the system.
Support Accounts
Customer support is provided from two different types of
accounts - Tech Support and Tech Support Admin:
- Tech Support - allows to answer incoming trouble tickets.
The system can have several Tech Support accounts.
Tech Support does not see the incoming trouble tickets,
unless these trouble tickets have been assigned to him by
a Tech Support Admin. Tech Support cannot reassign
trouble tickets to other support accounts.
- Tech Support Admin - allows not only to answer
incoming trouble tickets, but also to assign them to other Tech Support
accounts. The system can have several Tech Support Admins.
IMPORTANT: There must be at least one Tech Support
Admin in the system!
To create a Tech Support or a Tech Support Admin
account, click Add Account in the Info menu:
Assigning Trouble Tickets
Trouble tickets can be assigned only by Tech Support Admins.
To view the list of received trouble tickets, select Support Center
in the navigation menu:
You will see a page with three sections:
- Open Tickets: reports that have been assigned to
you and are waiting to be answered.
- Answered Tickets: reports that you have answered.
- New Tickets (valid for Tech Support Admin accounts
only): reports submitted by users and waiting to be assigned
to any tech support representative.
To pick a trouble ticket in the Trouble Tickets
list, click the Assign link in the New Tickets
section. The trouble ticket moves to the Open Tickets
section which means it can be answered and/or assigned to
another tech support administrator.
Now you can view and assign this trouble ticket to other
staff by clicking its title and selecting the Tech Support
representative from the drop-down box:
Alternatively, you can answer this trouble ticket by yourself
or close it .
Answering Trouble Tickets
To view or answer a trouble ticket, click its title. The
following page will appear:
The Assign To field appears only in the Tech Support
Admin plan. Select the Tech Support representative who will
answer and follow up for this trouble ticket. Alternatively,
you can answer the trouble ticket by yourself.
The next three fields are the e-mail address, account number
and user name of the user who submitted the trouble ticket.
The text entered in the Notes field will show neither
in the user's list of trouble tickets, nor in your support
center.
After you have answered the trouble
ticket, you can close it by clicking the Close link
on the right. Closed trouble tickets are regarded as deleted
and are not available for your viewing, but remain in the
TT database and remain open in the user's interface until
the user closes it (available in version 2.09 and higher,
for more information see the
Support Center
chapter of the User Guide). In case the user decides
to post a follow-up message on the same issue, the trouble
ticket will show up on the interface in the Open Tickets
list again. You may access closed TTs through the Search
option.
Searching Trouble Tickets
Among all trouble tickets received from users, you can select
those that match your specified criteria:
Mass Action (version 2.09.5
and higher)
You may apply a specific command to a selected range of TTs.
After you get a list of TTs matching the search criteria, click the
Mass Action link at the bottom of the Search Results
page. You can close, delete, or assign the selected TTs:
Creating Trouble Tickets
Sometimes you may want to generate a trouble ticket by
yourself, as if it has been generated by a user. In this case,
select Make a Ticket from the Support Center menu
and fill in the TT form. Enter this user's e-mail.
For more, read Support Center
in the user guide.
Deleting Trouble Tickets
When you close trouble tickets, they still remain in the database,
and you can always retrieve them with the Search Tickets
utility. To remove trouble tickets permanently, use Admin Controls
in the Support Center menu.
Edit TechSupport Info
To change your Tech Support info, select Admin Info in the
Support Center menu. This information shows in your answers
to customers' trouble tickets:
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