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Support Incidents
Support incidents are used for site problems, queries about functionality or how-to solutions. The "My Area" section of the portal will show you all of your current company tickets, both support and change request but you can filter the list down ...
Reviewing Support Incidents
Tickets You can review the status of all your companies support incidents by going to the My Area page and choosing "Ecommerce Support" from the Department drop down. You'll then see a list of all your support incident tickets: You have options to ...
Reviewing an Incident
Clicking into an individual support incident ticket will show you the full details of that ticket. Main Column The main column shows the following information about the ticket: Ticket title Ticket created date Ticket description & reply history Each ...
Support Incident Statuses
New Case This is where new cases start when they're first reported and will be picked up by our 1st line support contact to assess and progress. Acknowledged Once a case has been reviewed by our 1st line support contact, they'll move the ticket into ...
Creating a Support Incident
Creating a support incident is possible by going to the My Area section of the portal and clicking the "Add Ticket" button. You'll then be presented with a form to gather details about your issue or query: Subject This should be a summary of the ...