3- Understanding Support Tickets
Last updated
Last updated
Each ticket sent by the user will either have a ticket status of "New", "Open", "Pending" or "Closed" which is automatically set depending on the response by our Support Desk.
When users select an entry or ticket from the main table, user's will be presented with a dropdown menu whereby they can access various options related to that particular ticket.
This includes the ability to view the ticket's comments and metrics, view the list of CC'd users, and even call the support desk if necessary.
Comments pertain to the messages or responses that have been exchanged between the user and the support agent. The screenshot below illustrates the interface that displays and facilitates the exchange of comments.
As depicted in the screenshot below.
You may call Mobiloan Support in Mobiloan by selecting the "Call Support Option"
Note that you will only be able to dial into support for tickets that have an open status or have been created within the hour.
What are Metrics?
Ticket Metrics are dates and statistics used to store important information and to assess the efficiency of the ticket, as seen in the screenshot below:
Let's get into the process of sending a support ticket.
If you click on the "New Ticket" button located in the top-right corner, a new ticket form will appear, which will require you to enter all the necessary information required by our support desk.
Enter any CC'd users (optional).
Determine the ticket type and issue severity.
Add the subject and description.
Upload screenshots.
