Documentation

Ticketing

Select organization for a better overview of Ticketing.

Ticketing is Taikun’s supporting system for your issues, problems and questions. The page is divided into 4 section. In each you have different options.

1) New

  • create a new ticket
  • update the ticket – Name and Description (only if you are owner/creator of the ticket)
  • delete the ticket (only if you are owner/creator of the ticket)
  • transfer the ticket to another user (Manager or Partner role only)

2) Open

  • update the ticket – Name and Description (only if you are owner of the ticket)
  • transfer the ticket to another user (Manager or Partner role only)
  • add a comment
  • delete the comment – only the last one and added by your user
  • transfer the ticket to Closed (only if you are owner of the ticket)

3) Closed

  • transfer the ticket to another user (Manager or Partner role only)

4) Archived

  • transfer the ticket to another user (Manager or Partner role only)

How to raise a ticket #

Create a ticket
Figure.1: Create a ticket

Use plus buttonticketing plus to create a new ticket. Fill in Name and Description for ticket. Please describe the problem as detailed as possible.

Now you have 3 options:

1) Update the ticket, if you have any new information.

Update the ticket
Figure.2: Update the ticket

Just click on the ticket and update the fields you want to change.

2) Delete the ticket.

Delete the ticket
Figure.3: Delete the ticket

Ticket can be only deleted by ticket owner and only with status New.

3) Let our guys to take care of the ticket.

If you have nothing more to add to ticket, leave it in New section and it will be soon taken care of from our support.

Transfer ticket #

Transfer the ticket to another user e.g. if you think he’s more reliable to take care of the ticket. Ticket can be transferred to to another user (Manager or Partner) from your organization in section:

  • New
  • Open
  • Closed

How to deal with ticket with Open status #

Once a ticket is in Open section, it is already taken care of or is waiting for the problem to be solved. You can add a comment to the ticket and you can do so only in Open status.

Once the problem is solved you can transfer it to Closed.

Add comment and close the ticket
Figure.4: Add comment and close the ticket

After the issue is solved CSM will transfer the ticket to Archived.

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