Tickets
How to access the Ticket Platform:
In the upper right corner, click on the icon with a doll representing the user, as illustrated below:
The System will display a screen with a menu of features:
When clicking on the "Customer Support" option, the system will direct you to the Tickets platform where you can view open Tickets, in addition to opening new Tickets:
By clicking on the "+ New ticket" button, the system will direct you to the new ticket opening screen, where the following information must be provided:
Category: Select one of the following category options:
Question: If you have any questions regarding the platform
Improvement: If you have any suggestions for improvements to existing functionalities on the platform
Problem: If you would like to report a problem or bug identified on the platform.
Product: Inform which product the new demand refers to
Functionality: When you enter the product, the system will enable the functionality options related to the chosen product so that you can specify exactly which product functionality you want to support.
Context: Inform the context being used for this service
Summary: Provide a brief description of the service you require.
For example: "Would you like to understand how to create a custom field?"
Description: Provide a more detailed description of the service you want, such as your need.
For example: "I need a field that allows me to bring information about my cost by area of the company. I would like to understand how I can create this field?"
Attachments: If you have any attachments that you would like to present regarding the desired service, such as a printout of any identified problem, please feel free to attach them, this way it will be easier for our team to understand how we can help you.
Finally, when clicking on the "Create Ticket" button, the system will open a new Ticket and direct it to the team responsible for support.
When you finish opening a ticket, the system will return to the main screen where you can search for an existing ticket:
Search tickets: The system allows you to search by ticket name
Search by category: In addition to allowing you to filter by the type of open ticket, which can be all, questions, improvements or problems
When you find the desired ticket, the system allows you to view more details by clicking on the ticket.
The system will direct you to the Ticket monitoring screen, where you can view the comment history.
On this screen, the system also allows you to view information related to the ticket, such as:
Reporter: Person responsible for opening the Ticket
Context: Context being applied to the service
Product: Product of the platform that you want to support
Functionality: Functionality related to the product that you want to support
Created at: Date the Ticket was opened
Updated at: Date the Ticket was last updated
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