Tickets follow-up

1. Finding my tickets
   

Tickets will be accessible at all times through the button on top of the user interface. They will also be available by clicking on the pictogram displayed on the main page

1. Tickets filters
   

1. Tickets consultation interface. The central is displaying the tickets that you are willing to overview
   

1. The below buttons squared in red allow to select the accounts for which you are willing to monitor tickets. Some organizations have multiple entities and some people will need to monitor all the tickets from all entities.If you just have one account in your organization, only the tickets for one entity will be displayed.
   

If you think that you do not have access to every entity that you should, please contact us with the list of the missing entities.

1. The below column squared in red displays the status of tickets
   

 

1. The below buttons squared in red allow the user to filter his/her tickets based on their status.
   

1. The below red square shows the position of the button to create new tickets. Clicking this button will lead you to the tickets creation form
   

1. Interact in the tickets
   

If you wish to add extra information on a ticket, just click on reply or comment (see below).

Both options will leave an input in the ticket. “Comment » is more like a chat option that still allows to share attachments such as screenshots. “Reply » has more text options to write a more formal message.

 

 

Opening a ticket

1. Finding the form
   

As said above, the button to create a ticket is located in the tickets follow up interface.

 

Click this button leads to a form in which you will be able to fill fields and create a ticket. Choose your entity, fill all the dedicated fields, add your screenshot and validate the creation of your ticket 

 

1. Why using a form
   

We highly recommend using the form over the email because it will help you giving us information that will allow us to start the analysis as soon as possible. 

The aim of the form is to lower the resolution time of the tickets by reducing the amount of interactions after the creation of the ticket.

 

Knowledge base

1. What is it ?
   

The knowledge base aims to give access to our users to specific articles. The content of these articles should help you solving simple problems instantly by yourself (when possible) instead of waiting for an answer from our team. 

Example : 

- Password reset process

- Explanations on pop-ups within the applications

1. Evolution
   

The content will grow overtime. This is where your input is important, and we will listen to your feedback on content that could possibly be helpful.