Ticketing
Problem solving via tickets
Ticketing is Taikun's supporting system for your issues, problems and questions. The page is divided into 4 section. In each you have different options.
1) New
create a new ticket
update the ticket - Name and Description (only if you are owner/creator of the ticket)
delete the ticket (only if you are owner/creator of the ticket)
transfer the ticket to another user (Manager or Partner role only)
2) Open
update the ticket - Name and Description (only if you are owner of the ticket)
transfer the ticket to another user (Manager or Partner role only)
add a comment
delete the comment - only the last one and added by your user
transfer the ticket to Closed (only if you are owner of the ticket)
3) Closed
transfer the ticket to another user (Manager or Partner role only)
4) Archived
transfer the ticket to another user (Manager or Partner role only)
How to raise a ticket
Now you have 3
options:
1) Update the ticket, if you have any new information.
Just click on the ticket and update the fields you want to change.
2) Delete the ticket.
Ticket can be only deleted by ticket owner and only with status New.
3) Let our guys to take care of the ticket.
If you have nothing more to add to ticket, leave it in New section and it will be soon taken care of from our support.
Transfer ticket
Transfer the ticket to another user e.g. if you think he's more reliable to take care of the ticket. Ticket can be transferred to to another user (Manager or Partner) from your organization in section:
New
Open
Closed
How to deal with ticket with Open status
Once a ticket is in Open section, it is already taken care of or is waiting for the problem to be solved. You can add a comment to the ticket and you can do so only in Open status.
Once the problem is solved you can transfer it to Closed.
After the issue is solved CSM will transfer the ticket to Archived.
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