Zendesk | Submitting and Viewing a Ticket

Submitting A Ticket

To create a new ticket, you'll first need to create an account as outlined in [Account Setup as an M-Power Customer]. Once you've created an account, click on the "Submit a Request" button in the top right corner of the My Activities page. This will take you to a new page where you can fill in the details of your support request. The form to submit this request can be seen below:

Subject (1) field requires a brief summary of the issue or request. It is important to provide a clear and concise subject that accurately describes the problem or request.

Product (2) field allows end-users to select the product or service related to the request or issue. This can be helpful in ensuring that the request is directed to the appropriate team or agent.

Description (3) field requires a detailed explanation of the issue or request. It is important to provide as much detail as possible to help the customer service team understand the problem and provide an appropriate solution.

Priority (4) field allows you to set the priority level of their request. The available options may vary depending on the organization's settings but generally include low, normal, high and urgent.

Each priority level represents a different degree of urgency or importance, and selecting the appropriate level is crucial to ensure that requests are addressed efficiently and effectively.

Here are some examples of different types of tickets and what priority would be appropriate for them:

• Low-priority tickets may include a request for additional training or a feature suggestion. Although these requests are important, they are not time-sensitive and can be addressed based on resource availability.
  

  Example: A user may request a feature to enhance the product's user experience. Although the request is significant, it is not time sensitive and can be assigned a low priority.

• Normal-priority tickets usually involve routine requests or issues that require prompt attention but do not pose an immediate threat.

  Example: A user may want to request data export or customize their quote/job card. Although the request should be attended to promptly, it does not significantly impact the user's experience and can be assigned a normal priority.

• High-priority tickets involve more pressing matters that require immediate attention, such as issues that prevent users from using M-Power or time-sensitive requests.

  Example:  A user may report being locked out of their account, resulting in the inability to access critical information or complete essential tasks. This matter requires immediate attention and should be assigned a high priority.

• Urgent-priority tickets encompass the most crucial matters that demand immediate attention, such as system crashes that result in all users losing access or time-sensitive requests that significantly impact the user's experience.

  Example: The system has crashed, causing all users to be unable to access M-Power and has halted the organisation's ability to work. This matter requires immediate attention and should be assigned an urgent priority.

Request Type (5) field allows you to categorize your request or issue. The available options include but are not limited to; Question, Feature Request, Configuration Request, Data/Report Request and Issue.

Attachments (6) field allows you to attach files related to the request or issue. This can include screenshots, error messages, or any other relevant documents. 

Submit (7) Once all the required fields have been completed, you can submit their request by clicking the submit button.

Viewing Your Tickets

After submitting a support request, you can track the progress of your ticket and view any responses from the M-Power team by clicking on the ticket's subject line on the "My Activities" page. This will take you to the ticket details page, where you can see all the ticket details and its comment history, as shown below:

Requester (1) field displays the user name who created the ticket.

Created (2) field displays the date and time the ticket was created.

Last Activity (3) field displays the date and time of the most recent update to the ticket.

Assigned to (4) field indicates the name of the M-Power agent assigned to resolve the ticket.

Id (5) field shows the unique identifier for the ticket.

Status (6) field displays the current status of the ticket, which can be "Open," "Pending," "Solved," or "Closed."

Priority (7) field displays the priority level set by the customer when they submit the ticket.

Product (8) field displays the selected product or service when the customer submitted the ticket.

Request Type (9) field displays the category or type of request that was selected when the customer raised the ticket.

Request Status (10) field provides more detailed information about the ticket's progress, including any updates or notes from the M-Power agent.

Attachments (11) section allows customers to view and download any attachments included with the ticket.

Comment Field (12) allows customers to comment on the ticket. To add a comment, click the "Add Comment" button, type in your word, and click "Submit".

Add File (13) field allows customers to attach files to the ticket. To add a file, click the "Add File" button and select or drag and drop the file.

Mark as Solved (14) field allows customers to close the ticket once they are satisfied with the outcome of the request.

Submit (15) button is used to submit any new comments or files that have been added to the ticket.