How to view your TICKET status

Modified on: 2014-10-27 09:55:03 +1100

Through the TICKETS page, you can view your enquiry history, update the details of the enquiry, close off a ticket or send a further response to a SIDRA agent, all in a few easy steps.

  1. Log in to your SUPPORT Account.
  2. You will initially be directed to the homepage, click [TICKETS] on the top navigation bar. This will take you to the TICKETS page.
  3. The TICKETS page will allow you to view all enquiries (Support tickets) generated by you. You have the option of viewing all tickets, tickets that have been closed off/ resolved or open / pending tickets. You can make this selection from the drop down list (top left hand side of screen).
  4. If you wish to export a summary of your tickets to Excel, then this can be done by clicking the [EXPORT TICKETS] link.
  5. For the details of the ticket, click the [Ticket] link.
  6. When you click the link to the ticket, the details of the ticket will open. There are two sections to this page.
  7. The left hand pane will show the history of the correspondence. If the agent has posted a message and you would like to respond to ask a relevant question, in the field, CLICK HERE TO REPLY TO THIS TICKET, type a response. The latest response will be at the bottom of the history.
  8. The right hand pane allows you to see who the agent is that is assigned to your ticket. You can also enter further details such as the Customer ID or you can redirect the area of enquiry and category. It is important to click [UPDATE] to save any changes made.
  9. It is important to note that, when an agent responds to your enquiry, you will receive an email advising you of this.
  10. If you have submitted an enquiry and no longer require a response, you can easily close the ticket off by clicking the button [MARK TICKET AS CLOSED].
  11. If you wish to copy the response to someone else, simply click the [ADD PEOPLE] button. By doing so, a new window will open where you can enter email addresses of the person/s that you wish to be copied in the correspondence.

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