How to manage a ticket on the site

How to create a ticket on SB Consulting's Ticketing tool.

TABLE OF CONTENTS

• Connect
• Language
• Submit a ticket
• See Tickets
• Reply to a ticket

Connect

When you arrive on the site, you can log in at the top right of the menu.

The login form asks you for your e-mail address (the one that received the activation link) and password (the one you set when you activated your account).

When you are logged in, the menu will change slightly, prompting you to create a ticket.

Language

Note: As you can see from the images above, the language can be changed at any time here. The languages available on the SB Consulting ticketing tool are French (default) and English.

Submit a ticket

When you click on Submit a ticket, it will open a dedicated form for making a support request.

Important information: For customers who own several companies, another field will be available to select the company in question that is experiencing difficulties.

List of fields :

1. Requester: corresponds to your email address
2. Add Cc : you can add another email address so that it can follow exchanges on the ticket.
3. Subject : Subject of support request
4. Type : To find out whether this is a general question or an issue.
5. Priority : give an opinion on the priority of your request. (The priority may be changed by the agent to reflect the importance of the request).
6. Description : fill in all the details of your request to help the agent as best as possible. The more detailed this is, the quicker the support can be resolved..
7. Attachment : You can add attachments to give concrete examples, such as error messages.etc...

When you have finished, click Send.

Once you have clicked on Send, you will be taken directly to your application.

You can then add a comment, if necessary, add people or close the ticket.

You can also change the type or priority.

See Tickets

Click on the "Tickets" menu at the top. You'll see all your tickets. Depending on your rights, you will see only your tickets or all the tickets for your company (or companies).

Point 1: You have the complete list of tickets with their status.

Point 2: You can either export tickets or apply filters to your tickets. 

Finally, at Point 3: You can search for tickets. 

When you click on a ticket, you will open the ticket details.

Reply to a ticket

As seen above, there are several actions available on the ticket.

• Reply by adding a comment, and follow the exchanges between you and the agent.
• You can add other people to the request.
• Close the incident.
• Change the type or priority of the request.