Creating a Help Desk Ticket
To create a Help Desk ticket:
1. Select Help & Support from the left navigation menu.
2. This launches the Help & Support dialog.
3. Use the available fields and drop-down lists to enter your TRONIX Help Desk ticket:
Item | Description |
Email Address | Enter an email address where the TRONIX support team can contact you. |
Subject | Enter an appropriate and informative subject for the TRONIX support team. |
Description | Enter a detailed description of the problem. Provide as much information as possible for troubleshooting purposes. You can attach supporting files and screen captures if needed to help describe the problem. |
Phone Number | Enter your contact phone number. Do not use special characters such as the () or -. |
Your Company | Enter your company name. |
Type | Select the issue type for this ticket:
|
Priority | Select the priority for this ticket:
|
Send Feedback | Click this button to submit your ticket to the TRONIX support team. The team will contact you shortly. |
Reviewing Tickets
When reviewing tickets in the system, take note of the Status field values:
- Open - Usually a new ticket waiting to be checked in or assigned.
- In Progress - A ticket that is being worked on.
- Pending - A ticket awaiting additional information from the requester.
- Waiting on Third Party - A ticket awaiting additional information from a third party, such as a DMS company or other vendor partner.
- Scheduled for Future Release - A ticket that will be worked on later. This is usually linked to a development issue.
- Resolved - A ticket that has been completed successfully.
- Closed - A ticket that was not completed successfully. This is usually due to a lack of information from the requester.