Embedded Files
Introduction
Introduction
The Support Ticket feature allows you to raise a request for help—either for yourself or on behalf of your employees—whenever you face issues while using the Esevel platform.
The Support module serves as a centralized page for managing all support-related interactions. Whether it's a technical glitch, a delivery issue, or questions about your orders or setup, this is your go-to space to get help.
Depending on your role, there are 2 distinct views: administrator view and employee view.
Admin View: If you have an administrator role, the Support module provides you with a comprehensive view. You can view and manage both the tickets raised by your employees and your own tickets. This allows you to oversee the entire support process, ensuring timely resolution for all issues.
Employee View: As an employee, your Support module view focuses only on your specific needs. You get access to and review your own tickets, making it easy to track the progress and receive updates on any issues you have reported.
1) My Tickets
1) My Tickets
This section shows a list of all support tickets you've personally raised.
2) Employee Tickets
2) Employee Tickets
This section lists support tickets raised on behalf of your employees. Ideal for IT admins or HR managers, this view helps you monitor and manage support requests submitted for your team.
3) Search Bar with Filters
3) Search Bar with Filters
Quickly find specific tickets using the smart search bar, which lets you filter by:
Subject / Ticket ID: Search using keywords or a unique ticket identifier.
Category: Filter based on the type of issue (e.g., hardware, software, delivery).
Status: Sort tickets by current status (Open, In Progress, Resolved, Closed).
4) Ticket List Table Headers
4) Ticket List Table Headers
In both "My Tickets" and "Employee Tickets" sections, support tickets are displayed in a clear table format with the following columns:
Subject: A brief description of the issue.
Serial Number: Associated device's serial number (if applicable).
Ticket ID: Unique ID for each ticket.
Open Date: When the ticket was first submitted.
Last Update: Most recent activity or update from the support team.
Status: Current status of the ticket (e.g., Open, Resolved).
5) Create a Support Ticket Button
5) Create a Support Ticket Button
Easily raise a new ticket by clicking the “Create a Support Ticket” button.
Easily raise a new ticket by clicking the “Create a Support Ticket” button.
Support Categories
Support Categories
Service Request: is a formal method for users to seek assistance or report issues related to a service or platform. This system streamlines communication between users and support teams, ensuring that requests are documented and addressed efficiently.
Device Support: Issues related to devices.
Hardware Support: Issues related to Hardware.
Software Support: Issues related to Software.
Warranty Support: Issues related to Warranty/Repair.
Platform Issues: This category is for reporting bugs or technical problems you encounter while using the platform. If you experience any errors, glitches, or malfunctions, please provide detailed information so we can address these issues promptly.
Platform Features Request: Use this category to suggest new features or enhancements you believe would improve the platform. We value your input and are always looking to expand our offerings based on user needs.
General: This category covers any other inquiries or requests that don’t fall under the previous two categories. Whether you have questions, feedback, or need assistance with something else, feel free to submit your request here.
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