• Creating a ticket: A ticket can be created by:
      • Emailing to one of the helpdesk IDs
      • Using the helpdesk portal.






 

  • Ticket Status: There can be four status of ticket at any given time:

  1. Open: New ticket.
  2. Pending: If the agent asks for additional information.
  3. Resolved/ Closed: Issue resolved.
  4. Reopened: If creator reopens the ticket within 48 hours by replying to the resolution email.

  • Feedback Ratings: Creators can give one of the following 3 ratings: Great, Just Okay, Not Good.