My Tickets
An integrated system tool to handle customer service requests in a simple way. (CIQA-SOP-MT-23-01)
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An integrated system tool to handle customer service requests in a simple way. (CIQA-SOP-MT-23-01)
Last updated
Was this helpful?
Before you access the 'My Tickets' section, we highly recommend you to learn more about this feature by reading the available sections that will explain how to use this feature accordingly.
Link:
The My Ticket section is located in the top menu in the Support section. By clicking on the My Ticket option, the user is taken to a screen where they can view the status of all the tickets created in the Team.
In this section, you can create new tickets, filter tickets you've created, and view tickets created by other team members (accessible only to administrators or the team owner). The section also displays ticket counters for each status.
To create a ticket, click the Create Ticket button.
The form to create the ticket is displayed with the following option.
Notes: Users with the Administrator role can create tickets, assign tickets to another admin or themselves, and view all tickets created in the team.
When selecting the category, the following options would appear:
Fill the rest of the form Subject, description and press Create ticket. After creating the ticket, new sections appear.
When selecting the category, the following options would appear:
Fill the rest of the form Subject, description and press Create ticket. After creating the ticket, new sections appear.
And an email notification is sent to the team owner.
Notes: Only administrators can assign other administrators or themselves to work on the ticket.
Fill the form with the respective information and click the Update ticket button. The ticket was assigned to an administrator successfully. The list of administrators displayed will include those who are part of your current team, including the team owner.
After assigning the administrator, their name will appear in the comments section.
An email notification is sent to the team owner.
Notes:
Messages cannot be deleted once they are sent.
A photo can't be sent without a response text.
To write a new message, fill the form in the input message. To attach a file click in the area to attach the file. The files that can be uploaded are only images with a maximum size of 5MB.
All sent messages and replies are shown below. At the bottom right, you can see the attachment, click on them and you can see the files.
Confirm the close message.
The ticket was closed successfully.
An email notification is sent when the ticket is closed.
The following screens and options are viewed from a regular user screen. To close a ticket, go to Close Ticket button.
Confirm the close message.
The ticket was closed successfully.
An email notification is sent when the ticket is closed.
To learn how to use the search filters, please click .
The following screens are for regular user and team administrators. Administrators are either team owners or those assigned the role. The purpose to assign a ticket to an administrator is to attend issues internally in your same organization or company. If your organizations administrator can't resolve your ticket issue, please refer to .
The purpose to assign a ticket to CIQA Support is to attend issues external to your same organization or company. Mainly, to address issues such as in technical or billing support. If you're having issues on your account, please refer to .
When a ticket has been created the User can enter the ticket by clicking on the eye icon .
You can close a ticket from an or .
for the person who has assigned the issue.
A window opens to browse and select the file you want to attach. Once the selected file has finished its upload or has been attached, click the blue icon to send the message. To remove the file before the message has been sent, click in the icon below the file.
The following screens and options are view from an administrator screen. If you are a regular user, . To close a ticket, go to Close Ticket button.
