What happens if my ticket is not closed within the designated time?
If a ticket is not closed within the specified time after the second reminder, it will be auto-closed, and an email notification will be sent to the requestor.
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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.
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.
How will I follow-up on ticket?
You can followup on a ticket by replying on ticket from helpdesk or email
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 ...
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.