Support  ·  For your staff

Your requests

Follow your tickets, reply, add files, copy people, and see where things stand.

Tickets in the top bar lists your requests. Click one to see everything that’s happened on it and to add to it.

Find a ticket

My requests shows the tickets you opened, plus any someone opened for you. Copied on shows tickets someone copied you on. If your helpdesk lets coworkers see each other’s requests, a view named after your organization shows theirs too.

The list starts with open tickets. Switch to Resolved and closed or Any status to see older ones. Search by words or a person’s name, or type a ticket number to go straight to it. Save this view keeps a filtered list one click away.

Reply

Type in the box at the bottom of the ticket and click Send. The team working it sees your reply right away.

When an email about your ticket says you can reply to it, do that from your inbox. Write above the “Reply above this line” marker and your reply, with any attachments, lands on the ticket.

If the ticket is Waiting on requester or Resolved when you reply, it opens back up.

Add files

Use the file picker under the reply box for photos, PDFs, Office documents, and other common files, up to 5 at a time. You can send files without writing anything.

Copy someone

Open Copied on the side of the ticket and pick someone, like your manager or a coworker with the same problem. They can see the ticket, reply on it, and get the emails when the team replies. The × next to a name takes them off. If you’re copied on someone else’s ticket, you can take yourself off the same way.

What the status means

• Open: it’s in line for the team.
• In progress: someone’s working on it.
• Waiting on requester: the team needs something from you. Reply to keep it moving.
• Waiting on approval: someone has to OK it first. The side of the page shows who it’s waiting on. If it’s not approved, the ticket closes and you get an email saying why.
• Waiting on vendor: the team is waiting on an outside company.
• Resolved: the team thinks it’s fixed. If it isn’t, reply and it opens back up.
• Closed: it’s finished, and it can’t take replies. If the problem comes back, open a new ticket and mention the old number. Replying by email to a closed ticket opens a new one that points back to it.

About this ticket, on the side, shows which team has it and who it’s assigned to. There’s no button to close a ticket yourself. If you don’t need it anymore, reply and say so.

Rate how it went

Once your ticket is resolved, a How did we do? box shows on its page, and the resolved email has the same question. See Taking a survey.