This article provides a comprehensive guide on how to access and manage your support tickets within the system.
Accessing the My Tickets View
To access your tickets, select My Tickets from the left-side navigation menu. This view allows you to see all the tickets you have submitted in the system.
Understanding the My Tickets Tabs
The My Tickets view is organized into several tabs to help you easily sort and find tickets. Each tab filters your tickets based on specific criteria:
For You: This tab displays tickets you have submitted for yourself, including both open and closed tickets. It also shows tickets submitted on your behalf by another user.
For Others: This tab shows all tickets you have submitted on behalf of other users, including both open and closed tickets.
Open Tickets: This tab provides a consolidated list of all open tickets, including those you submitted for yourself and those you submitted for others.
All Tickets: This tab shows every ticket you've ever submitted, regardless of its status (resolved, closed, or open).
Viewing Ticket Details
Clicking on any ticket will open the Ticket Detail page. On this page, you can:
Review detailed information about the ticket.
Cancel the ticket if it's no longer needed.
Print the ticket for your records.
Use the timeline feature to communicate with the assigned agent.
Access help guides related to the reported issue.
Frequently Asked Questions (FAQ)
How can I find a closed ticket?
You can find all of your tickets, including closed ones, by clicking the All Tickets tab within the My Tickets view.
Can I see tickets submitted by other people?
You can only see tickets that you have submitted, either for yourself or on behalf of someone else. You cannot view tickets submitted by other users unless they were submitted on your behalf.
What is the difference between "For You" and "For Others"?
The For You tab shows tickets you submitted for yourself, while the For Others tab shows tickets you created for a different user.
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Hannah Bailey - Director, Customer Engagement