Article Content

Overview

Users can view tickets submitted through the Support Ticket Portal through the My Activities link within the Profile section. 

User Account Requirements

Any user from a Resolver Core customer can sign up and use our Support Ticket Portal with their company (organization) email address. User accounts will automatically be linked to the corresponding company (organization) based on their email domain (the part of the email address after @)

Email address domains are verified against Resolver’s customer list, and any non-matching email addresses (such as a personal email) will be denied access.

Related Information

For more information on submitting a ticket, please see the Submitting a Support Ticket Through the Support Ticket Portal article.

For more information on the Resolver Support Team's Service Target Levels, please see the Service Level Targets article.  

Navigation

1. From the top right corner on any screen in the Help Center, click the SIGN IN button. 

SIGN IN Button

2. From the top right corner on any screen in the Help Center, click the Profile icon.

Profile Icon

3. From the Support Ticket Portal dropdown menu, select the My Activities link.

My Activities Link

Viewing Submitted Tickets Through the Support Ticket Portal

1. From the My Activities screen, select a ticket category to view the tickets under that category.
   • My Requests: Lists the requests you created through the Resolver Support Ticket Portal or emails sent to Resolver Core Support from your company's email address.
   • Requests I'm CC'd on: Lists the requests where your email address was entered in the CC'd field by another user.
   •  Organization Requests: Only available if your user is the Authorized Contact for your company. Lists all requests submitted by your company.

Note: If you are an Authorized Contact but do not have access to view the tickets under the Organization Request section. Please contact your Resolver Customer Success Manager to request access to the Organization Requests section.

Ticket Categories

2. Your submitted requests will be listed on the My Activities screen, showing the following information:
   • Ticket ID
   • Subject
   • Created Date
   • Last Activity Date
   • Status
     • Open: The Resolver Support Team is working on this ticket.
     • Awaiting your reply: The Resolver Support Team is waiting for a reply.
     • Solved: The request was resolved.

My Activities Screen

3. Click on the Subject on the ticket you wish to view.

Subject Field

4. The Ticket screen will appear listing the current correspondence and the following ticket information:
   • Request #: The ticket ID.
   • Message Body: Lays out the correspondence between the user and the Resolver Support Team.
   • Information Box:
     • Name: The name of the user who submitted the request.
     • Organization: The user's company or legal entity (e.g., holding company).
     • Status: The current ticket status.
     • Priority: The ticket's priority setting, according to the Service Level Targets. 
     • Assigned to: The name of the Resolver Support Team member assigned to your ticket.
     • Resolver May Access My Org: Shows if the Resolver Support Team has permission to access your system.
     • Submit a Request: The Submit a Request button allows the user to submit another support ticket.

Ticket