IT Support Ticket Management
Welcome to the IT Support Ticket Management Tutorial. In this tutorial, we will focus on the process of utilizing your My Tickets Module in GoRev.
1 : Navigating to the "My Tickets" Window
After submitting an IT Support Ticket in GoRev, you will have the ability to manage your existing Tickets by using the GoRev My Tickets module. To begin, click on the “My Tickets” button in the GoRev Homepage toolbar.
2 : Navigating the My Tickets Window
Locating New and Open Support Tickets
At this point, the My Tickets window will be visible. In this window, a list including all of your IT Support Tickets will be present in the “Status” section of the my tickets window.
IT Support Ticket Layout
Each IT Support Ticket in this window has a standard format, which contains the Ticket Number, the Ticket subject, the Submission Date, the Last Activity Date, and its Status.
IT Support Ticket Statuses
A GoRev IT Support Ticket can have one of four Statuses titled “Open”, “Awaiting your reply”, and “Solved”. An IT Support Ticket will have a Open status when you first submit it.
An IT Support Ticket will have a Pending status if an IT member is awaiting further information from the user or awaiting the resolution of the error through the form of an update. The pending status will appear as Awaiting your reply.
Lastly, an IT Support Ticket will have a Solved status if the issue in the Ticket has been resolved. A Ticket can only obtain a Solved status if it is set to Solved by an IT Support Agent. All Solved Tickets will still be present in the Tickets area of this window.
3 : Managing New or Open IT Support Tickets
Selecting a New or Open IT Support Ticket to View
Now, in order to view the details of a IT Support Ticket, please click on the Title of the required Support Ticket in the Tickets area.
At this point, the details for the selected Ticket will be present in the Ticket Details area of this window. In this section, you will be able to determine various Ticket details, including which agent it is assigned to and any information you submitted in the Ticket.
Locating a Support Agent's Ticket Response
Once a GoRev Support Agent has opened the IT Support Ticket, you will be able to view any Comments left by the GoRev Support Agent.
Commenting on an IT Support Ticket
In order to Comment on your IT Support Ticket, first begin by clicking on the "Add to conversation" button.
Next, type your response into the field provided.
Next, if necessary, you can attach a file or multiple files to the Comment by utilizing the “Add file or drop files here” button in this area.
Lastly, please finalize the submission of your Comment by clicking on the “Submit” button on your screen.
RESOLVING an IT Support Ticket
As a GoRev user, you will have the ability to Resolve your IT Support Ticket at any time. To begin, click on the required Ticket in the Tickets area.
Once the Ticket Details are visible, click on the “Mark as solved” button in the Ticket Comments and Details section of this window.
4 : Managing Solved IT Support Tickets
Re-opening a Solved IT Support Ticket
Now, in the event that you need to re-open a Solved IT Support Ticket, please begin by clicking on the required Solved Ticket from the list in this window.
Once the Ticket Details are visible, click on the “Add to conversation” button.
Type in a comment that details why you are reopening the ticket, then click on the "Submit" button.
GoRev support team
If you have any additional questions or concerns regarding this tutorial, please contact the GoRev Support Team by phone at (317) 794-3900 or by email at firstname.lastname@example.org
Note: Always submit an IT Support Ticket detailing the problem that you are experiencing with this portion of GoRev, if possible, as this will give GoRev Support Agents access to information that will help expedite the resolution of your issue. If you are unsure how to submit an IT Support Ticket in GoRev, please see the IT Support Ticket Creation tutorial for assistance.