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Support Tickets

New ticket

Log a request for a member, set how urgent it is and hand it to the right agent.

What happened?

Log a ticket on behalf of a member who contacted support.

Their package and earlier tickets are attached to the ticket automatically.

Choose the member who raised this.

Write a subject of at least 8 characters.

Describe the problem in at least 20 characters.

Attachments

Ticket properties

How the ticket is routed, prioritised and tracked.

StatusPending pauses the SLA clock until the member replies.
PrioritySets the reply and resolution targets shown on the right.
AssigneeThe agent who owns the reply.
CategoryRoutes the ticket to the right queue.

Pick a category so the ticket reaches the right team.

TagsComma separated. Used for search and reports.
Notify the memberSend an email when the status or assignee changes.
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