Reviewing an Incident

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:
  1. Ticket title
  2. Ticket created date
  3. Ticket description & reply history
    1. Each update to a ticket displays the following information:
      1. Response from
      2. Response created date/time
      3. Response channel
        1. Whether the response was by email or through the support portal
      4. Response controls
        1. Options to print this response, view the original response, initiate a chat about this response or replying to the response.
Also provided in the main column is the ability to add a comment to the ticket which will be sent back to the assigned ticket owner. This is the most common way to update tickets.

Right Hand Column

The right hand column shows summary information about the ticket:
  1. Ticket ID
    1. The assigned reference number for this ticket
  2. Status
    1. This shows the current status of the ticket
  3. Assigned To
    1. This shows who the ticket is assigned to
  4. Due On
    1. This shows when we are due to progress or resolve this ticket according to our SLA
  5. Channel
    1. This is to show how the ticket was originally raised, through the portal or by email are the most common options here
  6. Type of Ticket
    1. Department
  7. Ticket Information
    1. Previous Ticket ID
      1. This is the department the ticket is assigned too
    2. Email
      1. This is the email address assigned to the ticket as the primary contact.
Also provided in the right-hand column is the ability to edit a ticket to add secondary contacts for other email addresses from your colleagues that you would like to be informed of changes to this ticket.

    • Related Articles

    • 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 ...

    • 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 ...

    • 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 ...

    • Premier Support Incidents

      If you are currently subscribed to our Premier Support package, you are able to raise priority 1* support cases 24*7*365 that our support team will acknowledge and action to bring your site back to working status as soon as possible. * P1 issues are ...