Support queue

The Support page is the ticket queue. It is where problems and requests are raised, sorted, answered and resolved. Each ticket has a type, a priority and a status, and carries targets for when it should first be answered and when it should be resolved. The queue shows which tickets have missed those targets, so the most urgent work is easy to spot.

Tickets that report the same underlying problem are grouped into issues behind the scenes. See Issues.

Before you start

• Open Support → Support in the sidebar.
• Anyone who can open the page can read tickets. Raising tickets, changing priority and status, replying, adding notes and attaching files are only available if your role lets you make changes.
• If you cannot see this page, your organisation may not use it, or your role may not include it. See Understanding roles.

Understanding the page

The page has two panes, which you can resize by dragging the divider between them.

• Left: the queue, with search, filters, tabs and the list of tickets.
• Right: the ticket you have selected. Until you select one, it shows Select a ticket to view it.

Queue tabs

The counts on Open, Pending and Resolved are the totals for the whole queue, not just the page you are looking at. Which statuses fall under each tab is set by your administrator.

Ticket rows

Each row shows:

Use Previous and Next at the bottom of the list to move between pages.

Find a ticket

1. Choose a tab, such as Open or Mine.
2. Type in Search tickets… to search by text.
3. To narrow the list further, select Filter and tick one or more options under Priority or Type.

Active filters appear as chips, for example Priority: High or Search: login. Remove one with its ×, or clear them all at once. If nothing matches, you see Nothing here and No tickets match these filters.

Raise a ticket

1. Select Raise a ticket. The Raise a ticket panel opens.
2. Enter a Summary of what is happening. This is required, up to 512 characters.
3. Enter the Details: what you expected, what happened instead, and the steps to reproduce it if you can.
4. Choose a Type. The first available type is selected for you.
5. Check the Priority. It is set from the type you chose, and you can change it.
6. To log the ticket for someone else, choose them in Raise on behalf of. Leave it as Myself to raise it for yourself.
7. Select Raise ticket. The new ticket opens in the right-hand pane.

Understanding a ticket

The top of the ticket shows:

• the ticket ID and title
• the type, who raised it and when. (logged by an agent) appears when someone logged it on the requester’s behalf.
• the ticket’s target line (see below)
• the priority and status

Response and resolution targets

Each ticket has a target for a first response and a target for resolution, based on its priority. The line under the title shows where the ticket stands.

If you change a ticket’s priority, its targets are recalculated from when it was raised.

Tabs

The Activity tab records events such as raised the ticket, changed status, changed priority, reassigned, replied, added an internal note, attached a file, linked to an issue, sent to delivery and missed an SLA. Changes show the old and new value, for example a status change from one status to another.

Change a ticket’s priority or status

1. Select the ticket.
2. Choose a new value from the priority or status list at the top of the ticket. The change is saved straight away.

If your role does not let you make changes, the priority and status are shown as text instead.

Reply to the requester

1. Select the ticket and stay on the Conversation tab.
2. Type your message in Reply to the requester….
3. Select Reply.

Add an internal note

Internal notes are for your colleagues. They appear in the conversation with an amber background, a lock icon and the label Internal note.

1. Tick Internal note below the message box. The box changes to Write an internal note….
2. Type your note.
3. Select Add note.

Attach a file

1. Select Attach below the message box.
2. Choose a file. It is added to the ticket straight away and appears on the Files tab.

What happens next

• When the ticket is dealt with, set its status to a resolved or closed status. It moves to the Resolved tab, stops counting towards missed targets and drops off its assignee’s My Tasks list.
• If the ticket is grouped with similar reports, the Activity tab shows linked to an issue. Open Support → Issues to see the group and send it to delivery. See Issues.

Good to know

• Tickets assigned to you also appear in My Tasks until they are resolved or closed.
• If a file will not download, you see Download failed. Try again, or ask the person who attached it to send it another way.
• If the queue cannot be loaded, you see Couldn’t load tickets. Select Try again.
• Ticket types, priorities, targets and statuses are set by your administrator in Governance → Support.

Related pages

• Support
• Issues
• My Tasks
• Ticket types (Governance → Support)
• Priorities & SLAs (Governance → Support)
• Queues & statuses (Governance → Support)