Open Helpdesk
The Helpdesk section contains all requests sent from your organization to tech support. These can be calls from the mobile app, zendesk or email.
- Go to the Helpdesk tab and view the list. If there are many hits, use the filter or search.
- Click on the issue ID - a detailed description will open.
The detailed description will include:
- information on the appeal, for example, the current status, when and by whom the appeal was created;
- full correspondence with technical support.
Viewing Requests
As part of the portal's functionality development, a new section, "Project Support," has been added.
It is designed to facilitate user interaction with technical support.
The "Project Support" section is only available to users with permission to create CR (Change Request) or BUG tickets.
If you have permission to create such tickets, you automatically gain access to the section and can:
• view a list of your own tickets • read and reply to conversations • receive email notifications about new messages and ticket status/category changes • attach files to your replies.
Main section features:
The section's main page displays a list of your tickets. The following filters are available:
• Search by ticket subject • Sorting (by registration date, update date) • Ticket type: BUG or CR (only the ticket types you have permission to create are displayed) • Status • Category (if applicable).
On the request page, you can see:
• current status, • category, • the entire conversation history.
You automatically receive email notifications in the following cases:
• when a new response is received from support, • when the status or category of your ticket changes.
Important Features
• You only see your own tickets; tickets from other users are not available. • Conversations only display comments, without any service information (such as who viewed the ticket). • You do not receive notifications about your own messages, only about support activity.