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Submitting and Tracking Support Requests


You must be signed in to your Support Account to submit and track support requests.

Topics covered in this section:

Submitting a Support Request

  1. Click Submit a request at the top of the page.
  2. You can copy another person on the ticket by adding an email address if you are signed in to your Support account.
  3. To copy multiple users, use a comma to separate each email address.
  4. Enter a subject and description of the problem.
  5. As the you enter a subject, a list of suggested articles in the knowledge base may appear. This might save you time as you may be able to find your answers immediately!
  6. Add any attachments, the file size limit is 20 MB.
  7. Click Submit.

Updating a Support Request by Email

You can update an existing support request ticket with a comment by email either by replying to the appropriate email in your inbox or following the below instructions.

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.

To update an existing support request by email:

  • In your email client, create a new email message or forward an existing email.

    The email is to the support team. The subject can be anything you want.

  • At the top of body of the email, enter the ticket ID for an existing support request using the following syntax:
    #id ticketnumber

    For example:

    #id 123456
  • Leave one blank line after the ticket ID.
  • Enter the comment you want to add to the ticket after the blank line.

    Your email should look something like this. (where the To: should be "support@skycatch.com"

  • Send the email.

Tracking Your Support Requests

End-users can use the Help Center to track their support requests.

To track your support requests:

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

    By default, the page displays all requests that you have submitted. An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

  2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
  3. To see details about a request, click the request title.

Tracking Your Organization's Support Requests

If you are a Skycatch Enterprise Customer, your company settings have been automatically set up so that you can see your colleagues tickets and vice versa. If you do not want your company's tickets shared, please contact us via the "Submit an issue" link or email us at support@skycatch.com.

To track your organization's support requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  • Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

    The link appears only if you're a member of a shared organization in Zendesk.

  • To see details about a request, click the request title. You can add comments to requests in your company as well.

Marking a Request as Solved

You can withdraw a request by marking it as solved. You can also reopen a solved request by creating a follow-up ticket.

Note: The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the title of an open request to open it.
  3. Select the option on the lower side of the request to mark it as solved.
  4. Enter any comment you want in the reply and click Add Reply.

 Creating a Follow up to a Solved Request

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.

    Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.

  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.
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