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.