SUPPORT

Support module is common throughout all user-types of SIX.ONE which includes, Admin, Distributor, Partners, Customers, and users. The users will be able to create tickets from this module.

Create Tickets:

Tickets can be created using Create Ticket button. Follow below steps in-order to create a ticket Steps to create Ticket: Create ticket wizard has 3 sub wizards:

1. Basic Details
2. Contact Details
3. Review and Create

1. Click on the Create button displayed under support

2. On click on Create button create Ticket wizard gets displayed as below and 'Basic Details' page is displayed.

3. Enter all the fields in the create ticket wizard
   

   a. Service Type: Select to which service type issue you are facing
   → Market Place
   → DaaS

   b. Category: Select which category the issue belongs to
   → Billing
   → Purchase → Other (General Queries)
   

   c. Problem Summary: Mention briefly what the problem about.
   

   d. Problem Details: Mention in detail description of the issue being faced
   

   e. Priority: Set the Priority of the tickets based on impact
   → Low
   → Medium
   → High
   → Critical
   

   f. Date when issue started: Select the date from when the issue has begun to impact.
   

   g. Attachments: Add supporting attachments which help technician to understand issue easier and provide quicker solution. You can add attachments by drag and dropping the file in the attachment section or by selecting from folders.
   

   h. Once you are done entering these details click on Accept and Continue: button to navigate to next page which is Contact Details
   

   i. In the Contact Details page Fill in the required fields
   → Name System will by default select the logged in username, if in case you are creating ticket on behalf of someone else kindly select appropriate name.
   → Phone Number System will by default select the logged in users Contact number, if in case you are creating ticket on behalf of someone else kindly select appropriate Contact Number.
   → Email System will by default select the logged in user Email, if in case you are creating ticket on behalf of someone else kindly select appropriate Email.
   → Add Additional Users Email This is an optional field wherein the person can add email of other person if he thinks they need to be notified with respect to ticket activity.
   

   j. Once you are done entering these details click on Accept and Continue button to navigate to next page which is Review and Create.
   

   k. This page is mainly for users to review data entered by him for creating tickets and edit if any changes required
   

   l. Once all entered information is correct click on Review and Create button to create the ticket.
   

   m. Ticket is created.
   

   

Note

For ease of identification as to who has created the ticket, ticket number will be prefixed with CT for Customers, PT for Partners and DT for Distributors.

↠ Customer created ticket

↠ Partner created ticket

↠ Distributor created ticket

Note

In case Partner is creating the ticket on behalf of customer then an addition field is displayed in "Basic Detail" wizard as Customer which is a drop-down field. The person creating the ticket can select the Customer on behalf of whom the ticket is being created.

On Behalf of Customer

FAQs

Q. As a customer if i created ticket for any critical issue, how much time support team will take to resolve my ticket?
A. It depends upon the complexity of the ticket.