This article covers the following topics:
- Signing up and logging in to submit a ticket
- Submitting a new ticket
- Checking the status of an existing ticket
- Sending and receiving messages related to an existing ticket
- Closing a ticket
Signing up and Logging In
The first step in submitting a new support ticket is to navigate to the Support portal and then create a new account by clicking the Sign up button and completing the registration process. Alternatively, a Edutone Administrator or Edutone Support Agent can help you create an account and send you an account activation email. To request account creation by an Edutone Support Agent, please email firstname.lastname@example.org.
Once your account has been created, you may return to the Support portal and click the Login to access your Support portal account.
Submitting a New Ticket
After logging in, click the New support ticket button to open a web form requesting the following information:
- Your email address (Requester)
- Subject (such as "SM Passport" or "Learning Field")
- Attachments (Attach a file link)
Checking the Status of an Existing Ticket
You can review the status of previously submitted tickets by clicking the Check ticket status button on the Support portal page
This button will redirect users to a list of their submitted support tickets that includes the following information:
- Ticket Subject
- Date when created
- Name of the assigned Edutone Support Agent
- Current ticket status
Sending and Receiving Messages Related to an Existing Ticket
You can send messages and review responses and comments from Edutone Support Agents by clicking the desired ticket subject in the list of submitted tickets. You can also add additional participants to the communication thread by clicking the Add people to conversation button.
Closing a Ticket
You may close a resolved ticket or a ticket that is no longer relevant by clicking the Mark ticket as closed button for the ticket you want to close (see above).
Note: You cannot reopen closed tickets.