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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.

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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 your “New”, “Open, Pending, and/or Solved” IT Support Tickets will be present in the “Status” section of the my tickets window.

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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.

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IT Support Ticket Statuses

A GoRev IT Support Ticket can have one of four Statuses titled “New”“Open”“Pending”, and “Solved”. First, an IT Support Ticket will have a New status until one of our GoRev Support Agents has opened the Ticket on our end.

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Second, an IT Support Ticket will have an Open status if the Ticket has been received by the IT Support Team and is currently being investigated.

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Third, 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.

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Fourth, 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.

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Lastly, an IT Support Ticket will have a Closed Status if the Ticket has been fulfilled and Closed by you or an IT Support Agent.

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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 NewOpen, or Solved IT Support Ticket, please click on the Title of the required Support Ticket in the Tickets area.

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At this point, the details for the selected Ticket will be present in the Ticket Comments and Details area of this window. In this section, you will be able to determine various Ticket details, including the Assigned Agent and any information you submitted in the Ticket.

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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 in the Ticket Comments and Details area of this window.

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Commenting on an IT Support Ticket

In order to Comment on your IT Support Ticket, first begin by entering the required Comment into the corresponding field provided.

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Next, if necessary, please attach a file or multiple files to the Comment by utilizing the “Attach File” button in this area.

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Lastly, please finalize the submission of your Comment by clicking on the “Leave Comment” button on your screen.

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Editing a Ticket Comment

In the event that you need to edit a Ticket Comment, first, begin by clicking on the Edit icon that corresponds to the required Comment.

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At this point, the “Edit Your Comment” window will be visible. To continue, please make any changes necessary to the entered information. Then, click on the “Save” button to finalize the revision.

Closing an IT Support Ticket

As a GoRev user, you will have the ability to Close your IT Support Ticket at any time. To begin, click on the required Ticket in the Tickets area.

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Once the Ticket Details are visible, click on the “Close Ticket” button in the Ticket Comments and Details section of this window.

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4 : Managing Closed & Solved IT Support Tickets

Locating Closed IT Support Tickets

While IT Support Tickets with NewOpenOn Hold, and Solved statuses will be present in the Tickets area of this window by default, Closed IT Support Tickets will be hidden by default. In order to view Closed IT Support Tickets, click on the “Show Closed” checkbox in the Tickets area.

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At this point, all of your previously Closed IT Support Tickets will, now, be present in the Tickets area.

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Reopening a Closed or Solved IT Support Ticket

Now, in the event that you need to reopen a Closed or Solved IT Support Ticket, please begin by selecting the required Closed or Solved Ticket from the list in this window.

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Once the Ticket Details are visible, click on the “Re-Open This Ticket” button in the Tickets Comments and Details area.

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Afterwards, the Ticket Status for this Ticket will be set to Open.

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Note: After re-opening an IT Support Ticket, please Comment on the Ticket with updated information on the situation, as this will help expedite the processing of this Ticket.


Additional Resources

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 ask@gorev.com

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.


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