Solving your first support ticket in Helprace

In this article you'll learn the basics about ticket management.

What's a ticket? A ticket is a support case or request that your customer sends to your company to be handled by your support team.

Creating your first support ticket

Let's pretend you're a customer wishing to open a ticket. You can do this from the User Portal by clicking on Submit a Request tab:

You can also send an email to your Helprace.

When you signed up for your account, you received a Helprace support email address: support@youraccountname.helprace.com. You can see your account name in the address bar when you're logged in to the Helprace staff console.

Here, we're using Gmail to send a ticket to your Helprace help desk (send a test email from an address, which is different from the address you used when signed up for Helprace):

Solving the ticket

Now open the staff console. You'll find the ticket on the Tickets page in the staff console under the All Unsolved filter after a few moments.

Click on the ticket and you will see its details, the reply field, and the user message on the right. Type your reply to the customer.

You can see the blue Submit as Open button right below the message field. Clicking on it will keep the ticket open upon your submission. Alternatively, clicking on the downward arrow will show you a list of other ticket statuses:

Let's click on Submit as Pending. This means that we're waiting for the customer's reply or additional information from the customer. To learn more about ticket statuses, take a look at this article: Ticket statuses

When you're replying to a ticket, it is assigned to you automatically.

Responding to the ticket as a customer

When you open up your email client, you'll see two messages: The first message has been sent to you is a confirmation that you ticket has been received. The most recent message contains the whole thread including the last agent's reply (you can customize it):

Simply reply to this email. The ticket will be reopened and the agent, whom the ticket has been assigned to will get a notification.

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