Support Ticket

The Support Ticket page displays information about the current active support ticket with the details regarding the fault, information about the faulty asset, and any responses left by members of the support team.

You can change the department that the ticket is assigned to, the person or people who the ticket is assigned to, the Inbox that the ticket should be assigned to (if you have created multiple inboxes), the status, and even attach a document to the ticket for others who are accessing the Helpdesk section on the web the details of actions you have taken, a photo, a receipt for a part etc.

To change the Ticket Status, select the required status from the list, then select Set Status. If this is the only change that you want to make to this support ticket then you do not need to select Save.

You can send an email response to the user who reported the fault and forward to other email addresses, such as the Asset Guardian.

The Asset Information table displays all the information logged in the system, including the Asset Type, Department, and Location.

If you need to change the asset, then select Change Asset, then enter a different Asset ID for this fault.

To re-assign this support ticket to a different department, in the Ticket Department section, select the required department from the drop-down list, then select Save.

To respond to the current support ticket, enter your response, select Send an email response, then select Respond to send the response or Respond and Close to send the response and close the ticket. You can also email a response and forward to other email addresses, such as the Asset Guardian. If you do not select Send an email response the details entered are added as a note on the ticket.

To attach a document, select Add a Document. The Upload a Document screen is displayed. Enter the name for the uploaded document, select Browse, select the document from either a local or network drive, then select Upload.

Each uploaded file must not exceed 8MB in size and must be one of the following file types, pdf, jpg, gif, doc, ppt, xls, xsl, txt, csv, docx, zip, rar, tiff, or xlsx. You must select Save.

If you need further support using the system, email districtmanager@irisglobal.com to contact our Support Team.