Support Tickets
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The support tickets allow our clients to submit a question, request a new feature, or suggest system improvements.
Search for a ticket
- Expand the “Support” menu on the sidebar navigation.
- Select one of the list options:
- “My Tickets” will display the list of your tickets.
- “Open Tickets” will display a list of tickets with a status of Open.
Add a new ticket
- Expand the “Support” menu on the sidebar navigation.
- Select “New” to create a new ticket.
- Populate the fields. Data fields with an asterisk (*) are required.
- Type*: Select the appropriate type of ticket.
- A “Bug” means that you have identified an issue within the system.
- A “Question or Guidance” means that you have a situation that you’d like to discuss.
- A “Requested Change or Addition” means that you have identified a change that you feel would improve the system.
- Priority*: Select the appropriate priority level of the ticket.
- “Low” is used for aesthetic items that don’t impact functionality.
- “Normal” is most often used.
- “High” is used when the user is unable to move forward without resolution.
- “Critical” is used for high-impact or system accessibility issues.
- Summary*: Enter a summary of the support ticket.
- Description: Please provide a more descriptive outline of the support request.
- For bugs, provide step-by-step instructions for replicating the item.
- Additional details will streamline our ability to troubleshoot so please provide details such as what record you were on, what steps you were trying to perform, and any error messages.
- Type*: Select the appropriate type of ticket.
- Select “Save” upon completion.
Add attachments
Attachments allow you to supplement your ticket with images, documents, or video files to visually demonstrate the ticket description.
- Locate the ticket record and select the View/Edit button for the desired ticket.
- Select the “Upload” button in the Attachments section.
- Select the files for upload.
- Ensure the files for import are closed; the system will not be able to import files that are open.
- There are two options for selecting (up to 20) files for import, each with a maximum file size of 20 MB.
- Open your file explorer to drag-and-drop the files into the designated area.
- Click the text that reads, “Drop files here or click to upload.” to launch the file explorer and choose your files directly.
- After selection, the files will display a progress bar and allow you to “Cancel upload” if needed.
- Select “Upload All Files” upon completion.
- Once the files have been uploaded, the system will return you to the list of tickets.
Multi-file Selection Tips
- Multi-select individual files by pressing CTRL.
- Select a range of files by pressing SHIFT.
Manage attachments
- Locate the support ticket.
- To the right of each record, under the Attachments section, you may:
- View the attachment fullscreen (images only).
- Download this attachment.
- Delete this attachment.
Manage tickets
- Locate the ticket record.
- To the right of each record, under the Actions menu, you may:
- View detailed information or edit the ticket data.
- Delete this ticket and all associated data.
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