Open tickets

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BILLmanager maintains outstanding levels of support and customer satisfaction through self-help and assisted-help resources. You can try to find answers without having to contact Technical Support by watching our Tutorials, or by reading our comprehensive Documentation.

If you failed to resolve a problem on your own, this module enables you to contact the Technical support center and get necessary information on how-to manage BILLmanager.

Please note, if the server is under maintenance, you won't be able to submit a trouble ticket. The More information link will be displayed on the yellow banner allowing to learn detailed information about this issue.

Module «Open tickets»
Image:Bullet.gif View a list of tickets
Image:T-new.png Submit new ticket
Image:T-edit.png View and edit ticket
Image:T-filter.png Filter the list
Image:T-toarchive.png Remove to the archive

View a list of tickets

  • ID - ticket unique identifier.
  • Subject - brief description of the ticket.
  • User - name of the user who submitted this ticket.
  • Last message - date when the last message was posted in the ticket.
  • Delay - time during which the ticket remains unanswered.
  • Category - category associated with customer account/topic of the ticket, such as financial, technical, etc.
  • Properties - current ticket status:
Image:p-mon.png Ticket is open. Awaiting response - the ticket is on the list of trouble tickets in the Support center.
Image:p-newmsg.png Ticket has unread messages - a new ticket from the Support center.

Submit new ticket

To submit a new ticket, click the "Add" icon and fill out the following form:

Module «Open tickets»
  • Project - select your project (this field is displayed in BILLmanager Corporate).
  • Category - select a category for your ticket, such as Finance or Marketing. The category defines a support member who will be in charge for your issue.
  • Services - select a product or service associated with your question.
  • Search service - enter a service ID or a part of its name to search the service associated with your question.
  • Importance - select your ticket urgency (Low, Medium, High). Do not select High, until some of your crucial processes are not running.
  • Expected delay - depending on the category selected this field will display the information about the time for your ticket processing. The time may vary depending on the responsible department office hours.
  • Regulations - the field defines a period during which you are likely to receive a respond from the technical support center.
  • Subject - describe your problem in a few words.
  • New message/Quote - explain your problem in full detail. Clicking "Quote" you can quote the phrase within the message body.
  • Attach file - select a file you want to attach. Its maximum size is 10 MB. To locate a file you need, click the "Choose" button.

View and edit ticket

To view or edit a ticket, locate the ticket you wish to edit, click the "Edit" icon and modify the settings you want to change.

Module «Open tickets»
  • You will get an answer in approximately - depending on the category selected this field will display how much time it will take to process your ticket. The time may vary depending on the department's office hours (if a technical specialist does not work 24 hours).
  • Regulations - this is a period during which a technical support specialist is to answer to your ticket.
  • Subject - describe your problem in a few words.
  • History - messages that were posted in this ticket. You can see the Department or Administrator responsible for your ticket. If you want to copy any part of the message, follow the "Quote" link to paste the sentence into the "New message" field.
  • New message/Quote - describe your problem in full detail. Clicking "Quote" you can quote the phrase within the message body.
  • Close ticket - select the check box, if you problem is resolved, and you do not need the ticket any more. Note! If you close the ticket, the technical support team will not see a new message
  • Internal message - select the check box to post an internal comment to your ticket.
  • Attach file - select a file you want to attach. Its maximum size is 10 MB. To locate a file you need, click the "Choose" button.

Filter the list

You can use the list filter to search the information about ticket by specific parameters. To initiate searching, click the "Filter" icon and fill out the form. You do not need to fill out all the fields. The search can be carried out by its subject, text, date, category and properties

Once the filter is set, the list will be filtered by ticket. You can clear the filter that you have previously set by clicking the "Remove filter" button.

Remove to the archive

You can move a ticket that was already resolved to the Archived tickets module. Select a required ticket and click the "Archive" icon. Confirm that you want to move the selected ticket by clicking OK on the following form.

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