Tickets

This Ticket application is for user to raise a request/question related to CDP 365 with ease and will receive quick reply from CDP CS support team.

Status of the ticket:

: the ticket has just been created.

: the ticket is being reviewed by support team and would be replied in the shortest time.

: this ticket is pending and need more information from user for next steps.

: this ticket is solved.

: this ticket has been closed after 7 days resolved.

Create a ticket

On the main page of Ticket page, click or to create a new ticket. A popup will show up to create a new ticket:

On the left side of the popup: input basic information of the ticket

• Title: Input title of the ticket.

• Owner: Owner of the ticket. A ticket must have an owner.

• Follower(s): users who will follow this ticket with the owner.

Click to add followers into this ticket.

A Popup will show up to select accounts:

1. Search bar: to search for account name

2. Uncheck all: to uncheck all selected account

3. Select accounts need to add as followers

4. Click Apply to d selected account to be followers

5. Click Cancel to close the popup.

• Feature: choose an application in CDP 365 that having a concern needed to raise the ticket.

• Type: choose a type of issue.

• Priority: choose priority of this ticket.

• Category: Choose the category of this issue.

• Reference URL: this URL is a reference for our support team for easier to support the issue.

On the right side of the popup: input the message of the ticket.

• Message: Input a message to CDP 365 support team.

• Editor bar: support to customize the message (image below)

• Click to add files in this ticket. The maximum file size: 50MB per file.

Standard action:

• Click to remove the file from the ticket.

• Click to send this ticket to CDP support team.

• Click to close this ticket without sending.

When you click on button or on the top right of the popup, a popup will show up to confirm that this ticket will not be sent to support team.

• Click to confirm the cancelation of this ticket.

• Click to close the popup.

After clicking on button, the ticket would send to our support team, and the created ticket will be update in the data table.

View/Reply a ticket

Click on the title of the ticket to view & reply a ticket.

A popup will show to display ticket information (Image below)

On the left side of the popup: display ticket’s information.

On the right side of the popup: show ticket conversation and message reply.

• Message: Write a message to CDP 365 support team.

• Click to show more information of the senders and followers (image below)

• Click to show less information.

• Click on a file to download to your device

Standard action:

• Click to send the reply to CDP 365 support team.

• Click to cancel the ticket reply.

When you click on button or on the top right of the popup, a popup will show up to confirm that this ticket will not be sent to support team.

• Click to confirm the cancelation of this ticket.

• Click to close the popup.