Support tickets in our project management system enable the customer to raise an issue or a request to Axis. A ticket is always linked to a project.
Customers can create a ticket using the support feature on their dashboard.
1. Click on support on the dashboard. There you can view all the tickets created by you and their status.
2. Click on “Open ticket” on the top right on the screen to create a new ticket.
3. The ticket consists of 6 fields. Subject, project, department, priority, ticket body and attachments. Subject, project, and department are mandatory fields.
Subject: Define your issue or request in one line (Ex: Project deadline has passed; Website not working.)
Project: Click on the project to view the dropdown. In the dropdown you can view all your projects with Axis. Select the correct project to ensure the ticket is sent to the right project. (User has a website project and support project with Axis. User has an issue with a website project then they need to select the website project)
Department: This is to ensure that your ticket is dealt with by the correct department member in the project. Axis will mention which department to select in the description of the project.
Priority: We provide options of low medium and high. Please select the priority based on the urgency of the ticket.
Ticket body: User can write a detailed explanation of their ticket.
Attachments: Click on choose file option to add any images or PDF or documents to provide further information regarding your issue. It is possible to add multiple files to one ticket. Click on the green plus icon to add a second or third file. In case you wish to remove an added file, click on the red minus icon to do that.
4. After filling in the mandatory and necessary fields, click on save option at the end.
Note: A ticket can also be created within the project using the support option in the project. In this case, the user does not need to select the project name from the dashboard. The rest of the steps remain the same.
Outcome: Now the user has created a ticket. The ticket will be sent to project members and any response and activity from Axis side will be notified to the user.