Article Content
| Overview |
| User Account Requirements |
| Related Information/Setup |
| Navigation |
| Reopening a Solved Request |
| Creating a Follow Up Ticket |
Overview
If you have a follow up question or an issue reoccurs that’s related to one of your Solved tickets, you can reopen or create a follow up ticket from your solved request.
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/Setup
For more information on submitting a ticket, please see the Submitting a Support Ticket Through the Support Ticket Portal article.
Navigation
- From the top right corner on any screen in the Help Center, click the SIGN IN button.
SIGN IN Button
- From the top right corner on any screen in the Help Center, click the Profile icon.
Profile Icon
- From the Support Ticket Portal dropdown menu, select the My Activities link.
My Activities Link
Reopening a Solved Request
If the ticket was just closed, you will have the open to send a new message request from the solved ticket.
- From the My Activities screen, click on a solved ticket's Subject link.
Subject Link
- From the Ticket screen, scroll to the bottom of the Ticket screen and enter any comments in the Message field.
Message Field
- (Optional) Click the Add File link in the Attachment field and select a file from the connected PC or drag and drop a file into the Attachment field.
Add File Field
- Click the Submit button to send your reply to the Resolver Support Team.
Submit Button
Creating a Follow Up Ticket
If an extend period has passed since the ticket was resolved, you will have the option to create a follow up ticket.
- From the My Activities screen, click on a solved ticket's Subject link.
Subject Link
- From the Ticket screen, scroll to the bottom of the Ticket screen and click the create a follow-up link.
Create a follow-up Link
- The Submit a request screen will open with the following fields prepopulated with information from the original ticket request:
- Organization
- Subject
- Request Summary
- Resolver May Access My Org
Submit a Request Screen
- Fill out any additional information and click the Submit button to submit the follow-up request to the Resolver Support Team.
Submit Button