Tickets

Administrators

Once you've connected to Splynx as an administrator:

Admin login

To create a ticket click on Support → Tickets → New & opened and then click on Create ticket at the top-right corner of the screen.

Ticket menu

In a new window will be possible to create a ticket by filling in following fields:

  • Customer - which customer is ticket open for

  • Assign to - who you want to assign the ticket to

  • Subject - write the subject of the ticket

  • Priority - it can be Minor, Major, Critical

  • Status - it can be New, In process, Closed

  • Message - write the message body

  • Template - option for selecting and loading tickets templates.

  • File - possibility to attach a file

  • Location - choose location if necessary.

New ticket

Option Hidden Hidden allows you to hide ticket from a customer.

It is possible to create a new field in the ticket. Information about adding custom fields is available here - Additional fields. Remember, that in order to see the new field in the main table, you should enable it by clicking on icon Add below the table.

The created ticket will be visible in the New and opened tickets table. It is even possible to filter the ticket by Period, Customer and Assigned to.

Period customer assigned

After the creation, it is possible to edit the ticket, mark as unread or close the ticket with the actions Edit close ticket

You can also add a message and change the status on "in process".

Add messages

Eit ticket info

Once the ticket has been resolved, you can change the status on "closed" and close the ticket. Every closed ticket is shown in Support → Tickets → List of closed.

List closed

Customers

Once you've connected to Splynx as a customer on Customer Portal:

Customer login

In the tickets' table every ticket associated to the customer is shown. To create a ticket click on Support → Tickets and click on Create ticket.

Customer ticket creation

A window will pop up and it will be possible to create a ticket by filling in following fields:

Create ticket customer

  • Subject - the subject of the ticket

  • Priority - it can be: Minor, Major, Critical

  • Message - the message

  • File - possibility to attach a file

After the ticket is created, it is possible to view the ticket or close it with the actions View close ticket.

When the ticket is viewed, it is possible to add a message.

Add messages

Once the ticket has been resolved, it is possible to change the status on "closed" or reopen it again with the action Reopen ticket.

Closed ticket

Information about tickets configuration can be found here - Support.