Every support ticket created in our helpdesk through any channel automatically becomes a contact. Customers can create an account in our support portal and login before creating a ticket or look at our Knowledge Base and Forums.
In general, the email address will be the primary field for contacts.
Creating an account in your support portal
A new user can create an account by clicking Sign up in the upper-right corner of the helpdesk:
The Signup form will collect the user’s name and email address.
Registered users can click on Login in the upper-right corner of the customer portal. (New users can too, and then use the SSO options to login for the first time.)
Creating tickets from Portal:
Now that you have signed into your account on your support portal, you will be able to view our Knowledge base, Forums and also raise support tickets.
Quick guide to creating support tickets on the customer portal
- After you login, you can click on the New support ticket button as indicated:
- They will be taken to our ticket form where you can fill out information like ‘Email Address’, ‘Subject’ and a ‘Description’ of the issue you are facing, along with the additional information such as ‘Name’, ‘Phone Number’ or the ‘Type’ of the issue. You can also attach files to their tickets.
- Our support system will suggest the solution articles based on what you type in the subject box.
- You will be taken to the public ticket page where you can check the status of the ticket, add replies and notes to it when needed
Quick guide to checking tickets’ progress
At any point, you will be able to login and check the status of the tickets you have raised by clicking on the Check ticket status link, as shown below:
A ticket can have various statuses. You can filter out tickets based on the ‘Status’ by using the drop-down above the list of tickets:
All Tickets view
Choosing All Tickets will show every ticket raised in the helpdesk, no matter what the status of the tickets is.
Open or Pending tickets
For an agent, every ticket that comes in will be in the Open status by default. The agent can change the status of the ticket to Pending when they are awaiting a response from the requester or if they’re waiting for more information from a third party.
Resolved or Closed
The ticket is marked as Resolved when the agent provides the solution for the customer’s question/issue. The ticket is marked as Closed when the customer confirms resolution of the ticket.
You will be able to reply to the ticket at any point of time to reopen it in case of further questions.