.png){kind=logo}
How to Answer a Support Ticket
- 06 Feb 2023
- Contributors
- PDF
How to Answer a Support Ticket
- Updated on 06 Feb 2023
- Contributors
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
When a user from your ISG Admin group submits a Support Ticket, or if a Support Ticket has been assigned to you, you will be notified of this via email. To view your Support Tickets click Help > Support Tickets
Tickets are colour coded so you can see which ones have been replied to and which ones are awaiting further action.
Red - User has received no response
Amber - User has commented additional information in response to your comment
Green - User has received a response.
Blue - Ticket has been reopened
New tickets will appear like one below, to view the details of the ticket and comment on it, click the ticket number highlighted.
The ticket will show you the users comments as well as information you may need such as their email address and which organisation they are a user for. To reply to the Support Ticket click the 'Add Comment' button.
A text box will then appear, here you can add your comment, include any links or screenshots that you feel may be relevant then to submit your comment click the 'Submit' button.
Once you have commented on the ticket and are happy that the users issue has been addressed, you can close the ticket by clicking 'Archive' next to the ticket you wish to close.
Escalating a Support Ticket to the ISG Central Admin Team
If for any reason you are unable to answer the users ticket you can escalate the ticket to the ISG Central Admin team by clicking the 'Escalate' button highlighted below.
