When a ticket is being resolved, there will be communication back and forth. The support team may require clarification or answers to questions regarding your issue. The ticket will be put into a pending status while Suport waits for your response.
- Navigate to the SRS Tool.
- Select the ID or Subject for any item in the SRS Tool List to view details or respond to the ticket.
- You can also view a ticket by entering the ticket’s ID number into the SRS ID# field and then selecting Open.
- Enter your response into the Enter Additional Notes field.
- Optionally attach a file, such as a detailed screenshot of an encountered issue to help the support team when solving your issue.
- Select Update Support Ticket.
- Optionlly use filtering options to view specific tickets.
- Select the Filter tab and populate any of the filter fields available.
- Select the Filter button at the bottom of the available filter fields. The filtered results will show in the SRS Tool List.
- Optionally export the ticket list to a CSV file. Select the CSV option after Export As at the top of the page.