The Ticket Process

1 Creating a ticket: A ticket can be created by:

  • Emailing to one of the helpdesk IDs
  • Using the helpdesk portal.

2 Ticket Status: the ticket status can be one of the following

  • Open: New ticket.
  • Pending: If the agent asks for additional information.
  • Resolved/ Closed: Issue resolved.
  • Reopened: If creator reopens the ticket within 48 hours by replying to the resolution email.

3 Feedback Ratings: Creators can give one of the following 3 ratings: Great, Satisfactory, Not Good.