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Ticket Manager Help

 

Creating New Tickets and Checking Ticket Status

Posting a Reply to the same ticket

Getting help is easy. ...

  1. Open the link to our support system page.
  2. Open a new ticket.
  3. Supply your details ,email address and select a help topic.
  4. Click on Submit button
  • A confirmation page is displayed on your screen after the Help Desk email is sent to the help desk department you selected in Help Topic field.
  • You will receive an email automatically from our help desk with your Ticket Number which is used to track your request.
  • The help desk will contact you with an answer to your question, or further action the request.
  • Track your help request by using the Check Status button. See Fig. 1 below.

 

Create Tickets

From a Public Link on our WEB site, click on the link. The following window is displayed ...

Click here to see a live Request Form

(A public link is a link on our WEB page displayed in your web browser.)

(An Internal Link is a link to our Support Request Form or Support Ticket Manager Form in an email or other place)l

From an Internal Link, click on the link to immediately open the Help / Support Request Form.

 

Public Link - Shows Form ...

Fig 1.

 

With reference Fig1, you click on Open New Ticket . You will see the Open New Ticket window.

 

 

Open New Ticket

Fig 2.

Input Field Description

Full Name:

Enter your full name or just your first name.
Email Address:

Enter your email address. Replies will be posted to this email address to alert you of a response to you request.
Telephone:

Your phone number and extension.
Help Topic:

Select the department that will receive your request. All tickets though will be responded to by the appropriate department.

Subject:

Enter a short subject matter .. eg. Printer doesn't work.
Message:

Keep messages to the point and ONE topic for help please at time. Open a new ticket for each topic or help request.
Priority:

Low = for discussion, Normal = Not real urgent.

Attachment:

(Example only shown in Fig2.) Browse to a file on your computer and select it as an attachment to send with your request.

 

Check Ticket Status

See Fig 1.

The Status of all your tickets (with the same email address) can be viewed.

 

Fig 3.

 

Enter in your email address (or an email address that has been used before with a Ticket Number)

Enter in the ticket number in question.  The Check Ticket Status windows ( Fig 3. ) shows the progress of all your support requests and messages from support admin.

 

Reply to a Ticket (Adding to Ticket Conversation)

You can click on the Ticket Number in Fig 3. above and reply to the ticket using the same open ticket number. It is NOT necessary to open a new ticket for each reply.

Fig 4.

Enter Message: Attach File:

You can type your reply and also attach another file to send if you need to.

 

Click on Post Reply when ready to send.

Note that a 10 minute activity timer will close the screen if you just leave the screen unattended without typing anything.