3.5. TROUBLE TICKETS

CHAPTER 3. HOW DO I USE HOSTING CONTROLLER?

Figure 3.35: Creating a new ticket

3.5.4

Managing a ticket

Once a client has submitted a trouble ticket, you can view the ticket and submit a response the problem once

you have found a solution. It is important to regularly check for tickets, as they are the means by which you can

demonstrate your commitment and support to your clients.

To manage a ticket:

1. Click on the Manage Tickets link in the Trouble Ticket menu.

2. There are 3 ways of viewing tickets:

(a) Enter the ID number of the ticket in the Enter Your Ticket Number Search field and click on the

button. This will open the required ticket automatically.

(b) Click on the ticket category from the available drop down list. This will display all of the tickets in

that particular category.

(c) Click on the column headings of the Ticket Listing table to sort the listed tickets by that column.

3. Click on the radio button next to the required ticket and click on the

button to view the details of the

ticket.

4. Underneath the Response the problem title, enter a short, descriptive title of the update in the Title

field and a detailed description of the update in the Detail field.

5. Click on the

button.

6. If a particular customer is becoming abusive or troublesome and you need to remove the ticket from your

list, click on the

button.

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