Reviewing Support Incidents

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 filter the tickets by the following criteria:
  1. Status
    1. By specific or multiple ticket statuses.
  2. My Tickets
    1. Tickets raised by you, open and closed.
  3. My Open Tickets
    1. Tickets raised by you that are still open.
  4. My Closed Tickets
    1. Tickets raised by you that have been marked as resolved.
  5. My On Hold Tickets
    1. Tickets raised by you that are on hold.
  6. My Overdue Tickets
    1. Tickets raised by you that are overdue on a response or a resolution based on our SLA.
  7. Team Tickets, etc
    1. The same filters as above but for tickets raised by you and your colleages.
  8. CC'd Tickets, etc
    1. The same filters as above but for tickets where you've been added as a secondary email address.

Ticket Summary

Each ticket shown will display the following information:

Ticket Title

This is the title of the ticket that was created:


Ticket Number

This is the reference number assigned for this ticket:

Ticket Channel

This is to show how the ticket was originally raised, through the portal or by email are the most common options here:

Ticket Department

This is the department the ticket is assigned too. Occasionally tickets raised under one department need to be moved to another, e.g. if the support ticket needs to be handled as a change request:

Ticket Creation Date

This indicates when the ticket was created:

Ticket Owner

This shows who the ticket is assigned to. Hovering over this ticket will show you the name of the ticket agent currently assigned to your ticket.


Ticket Status

This shows the current status of the ticket:



    • Related Articles

    • 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 ...

    • 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 ...

    • 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 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 ...