HOW TO OPEN NEW TICKET ON FRESH SEVICE SUPPORT

PORTAL

I would like to inform you all that we are using the fresh works
product fresh service for customer support. So, in this article we are
going to learn about how to open a new ticket on a service portal.

a) Login to service portal using support credentials. On top right

corner we can see login.
b) After logging in, Dashboard will open as shown below.

c) To open a ticket, click on “+” sign on top right corner. After this
a screen will appear to you containing different fields as shown
below.
 d) Fill all the required fields and click submit button. It will
automatically generate a ticket and ticket id automatically and
send it to the requester.

How to check ticket status and no of tickets generated on fresh

service portal.

After logging in to the portal, refer to the below attachment to check

the tickets.

Go to list option shown in above picture, where we get all the tickts in
listed format.
*Mandatory options need to be filled in every ticket:-

Priority :- Based on the case, the priority option need to be choose.

Status:- Always keep in pending till the ticket is closed.
Type : Always keep in either service request or incident.
If the ticket is for any update or no system is impacted, then those
ticket will be always in “service request”.
If any site is impacted or down, in that case the those ticket will in
“Incident” type.
Departement:- Always choose customer support.
Category :- Choose any of the options according to the ticket is
raised. E.g. :- BCP, Hardware, Software, Keyboard etc.
Engineer name :- Find engineers name and assign the ticket
accordingly.
Customer name :- Mention the company name, who have raised the
ticket.
Downtime:- To perform any activity if the downtime is required then
choose “YES” else choose “NO” option.

Note :- Before closing any of the tickets these “Properties” option

need to be verified.

To schedule any tickets :-

1. Go to admin or setting
2. Scroll down and find Agent Productivity > then go to “scheduler”
 3. In the scheduler provide the required the details to schedule the
ticket.

Ticket open standard format of Siya Cloud

Dear Sir,
Greeting and Thanks for contacting us.

we have registered the reported issues with ticket ID ……………. . You will receive a call from our
service engineer shortly.

Problem Description :-
Problem Reported at :-
Severity :-
Ticket Status :-

Thanks and Regards

Team Support -SiyaCloud

SiyaCloud Pvt Ltd

C602, ITHUM ,Sector 62,Noida -201309

Mob:-+91-120-6405818 /120-4158374

Email:support@siyacloud.com

www.SiyaCloud.com

Innovation around technologies

Ticket update status format
Dear Sir,
Greeting and Thanks for contacting us .
Problem reported for ……………………………tracked via ticket ID stands resolved.
Kindly confirm the same so that we can archive the case.

Problem Description :-
Problem Reported at :-
Severity :-
Problem found :
Ticket Status :-

Thanks and Regards

Team Support -SiyaCloud

SiyaCloud Pvt Ltd

C602, ITHUM ,Sector 62,Noida -201309

Mob:-+91-120-6405818 /120-4158374

Email:support@siyacloud.com

www.SiyaCloud.com

Innovation around technologies