RB User Guide > Connect > Support Tickets

Resolving support issues

RB9 only

Manage user questions and problems, and maintain a paper trail of their resolution.

  1. Find tickets

    1. Connect > Support Tickets
    2. In the Search By pane, Tickets From defaults to ALL and Status defaults to Awaiting Response. Click search button to see all unanswered requests from both clients and resources. Or set search filters to limit results before clicking search button:
      • Tickets From
        • ALL – Default. Both contacts and resources’ support tickets.
        • Contact – Client tickets only.
        • Resource – Resource tickets only.
      • Status
        • Awaiting Response – Default. User has initiated a ticket or replied to a ticket.
        • Closed – User has finished with the support issue and rated your response.
        • Pending Customer Response – You have replied to the user and are waiting for their further action.
        • Solved – You have resolved the issue and/or closed the ticket.
      • Issued Date From/Issued Date To

        Enter a date or date range to see tickets initiated within those dates. See Date Navigator.

      • Firm

        Click lookup button to restrict search to one firm’s support tickets. See Looking up firms.

      • Contact

        Click lookup button to restrict search to one contact’s support tickets. See Looking up contacts.

      • Resource

        Click lookup button to restrict search to one resource’s support tickets. See Looking up resources.

    3. RB9 lists all of the support tickets that meet the specified search condition(s) from the newest to the oldest. Click the hyperlinked Ticket No. of a ticket you want to follow up on.

  2. Reply to tickets

    1. In the View Ticket window, click Reply.
    2. In the Reply panel, select an option in Status To:
      • Pending Customer Response – Default. To reply to the ticket and leave it open for user’s response.
      • Solved – To close the ticket.
    3. Enter your follow-up comment in *Message (to style your message, see Customizing email messages, web pages & stamps).
    4. Click Send.
    5. RB Connect updates the user’s support ticket log and records your reply in the View Ticket window’s Threads pane. Click Close.
NOTE: Choose who is alerted when a support ticket is submitted

Designate which staff person(s) should be notified when contacts post support tickets in Connect > Connect Preferences > Contact – Support Tickets.

Designate which staff person(s) should be notified when resources post support tickets in Connect > Connect Preferences > Resource – Support Tickets.

Reference
Step-by-step instructions