Support

Support is a packaged application which can be used to collect feedback, get suggestions and track issues for a project.
 It can be accessed by clicking on the support option on the toolbar.

 Note: Support can to be initialized for a project by clicking on project administration

 

The Support application displays the list of all tickets that have been filed, as well as an interface for searching through all these tickets.

The user can search by status, severity, or conduct a keyword search by title, ticket creator or ticket Id.

 in SamePage 3.5, the ticket can be assigned to a particular user. The 'Assigned to' field indicates the user to whom the ticket is assigned to. Tickets can be assigned to other users at the time of creation. Tickets can also be searched and sorted based on the user they are assigned to . This makes the follow up process very easy as each ticket is assigned to a user and taken care of.

Click on the 'Select' link present to select from a list of users to assign the ticket.

Click on the ticket title to view the details of the ticket.

 


      


Update an existing ticket:
To add a comment to an existing ticket you can click on the ticket title. It takes you to a detail page which will allow you to add a comment to the ticket. 
To edit a ticket click on the 'Edit' link that is follows the ticket name on the list. Or click on the ticket name to go to the ticket details and then click on the Edit tab, to edit the ticket.


Create a new ticket:

To open new customer support ticket, click on the "Create a new ticket" link.
eTouch SamePage WYSIWYG editor will be opened for you to enter the content for your ticket. Click on the  icon to select an user from the list to assing the ticket to. This is  in SamePage 3.5.
You will also be able to set the status and severity of the ticket by choosing them from the drop-down list. Click on 'Save' to save the new ticket.  

  


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