How will I follow-up on ticket?
You can followup on a ticket by replying on ticket from helpdesk or email
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How will I be notified about ticket updates?
Notifications will be sent via email and in-app messages regarding ticket updates, reminders for pending approvals, and SLA breaches.
Can I receive follow-up notifications?
Yes, follow-up notifications will be sent to the assigned agent every 2 days for open tickets.
How can I reopen a resolved ticket?
Tickets can only be reopened if they are in “Resolved” or Closed" status. The “Reopen Ticket” button will be available until the ticket has been closed. A ticket can also be reopened if you reply or comment on a ticket.
How can I create a new ticket?
To create a new ticket, follow these steps: Log in to the IT Helpdesk Ticketing Tool. Navigate to the “Submit a Ticket” section. Fill in the required fields based on the category and subcategory of the ticket. Add a detailed description, attach any ...
When my ticket will be responded and resolved? What is an SLA?
Service Level Agreement (SLA) defines the expected timeframe within which the support team must respond to and resolve a ticket. SLAs are set for different ticket categories and subcategories.