Objective.
This article shows the process for creating new tickets and describes how to follow up on them.
Process
1. Go to the Portal and log in [https://support.bdv.jaque.dev/en/support/home]
2. Once logged in, you’ll see the user logged into the platform on the upper right corner.
3. In the shortcut bar, under “Home”, you will find the option “New Support Ticket”
4. Click on “New Support Ticket” to open the ticket interface, which contains 5 required fields:
Requester: the field loading for default with the registered user.
Subject: a short and concise description of the request or incident.
Type: shows what type of issue is being registered.
Description: detailed information corresponding to the request or incident, such as a step-by-step description of how to replicate the error.
Is this matter urgent?: this field will prompt you to specify how the Help Desk Agent should prioritize your ticket.
5. When the registration of the required data is finished, you can click on "Submit" (if the user is new, they’ll be prompted to pass a Captcha test and prove they’re not a robot).
After creating the ticket, it will automatically show a new screen where the ticket information and status can be accessed. The following information will be displayed:
Interaction Window: shows the exchange of information between the user and the service desk.
Status: shows the status of the ticket
Assigned to: shows the service desk staff/agent who will follow up to resolve the ticket
6. When the solution is offered to the user, the status of the ticket will change to “Solved”.
If there is no acknowledgment from the requester, the ticket closes automatically in 3 business days.
7. Video Tutorial depicting the process step-by-step:
