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Support Ticket Management

Transverse provides the Support Ticket tool so that you can submit and manage Support Tickets for TRACT operations. Use the Support Ticket tool to create and view customer-reported issues or questions. A Support Ticket can be entered to resolve a performance issue, report a problem, or to obtain information. Once submitted, your Ticket is then reviewed by the Transverse Customer Operations team who resolves the issue or escalates it to the appropriate team. When an issue is solved, you are notified and the Ticket is closed.

With the Support Ticket tool, you can:

  • Search for answers to your issue or question
  • Sumbit a New Support Request
  • View and comment on all of your open Support Tickets
  • Check the Priority and Status of your Support Tickets

Search for a Solution

You can use search to find information in both the knowledge base and the community at the same time. The search results are displayed in two columns, with one column listing the knowledge base results and the other listing the community results.

You can browse the content in one or the other by clicking Knowledge base or Community.

The knowledge base consist of categories, sections, and articles. Articles are grouped in sections, and sections are grouped in categories.

For more information on the Community, see our post on Participating in the Community.

 (NOTE: Our community is not yet live. Please stay tuned for updates on its availability.)

Submit a Support Request

  1. Click Submit a request at the top of the page.
  2. Enter a subject and description of the problem.

    As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request.

    In the description field, please be as thorough as possible. Include, if applicable, information about the affected entity, and any steps to reproduce the issue described, such as:

    - URL
    - login
    - password
    - other information like:  account #, payment #, invoice #, …. (anything that identifies the data in question).

  3. Add any attachments.

    The file size limit is 20MB.

  4. Click Submit.

 Best Practices! To assure a timely and concise response, submitting a complete ticket goes a long way. Here are a few one-ups that will get you the answer you need in minimal time:

Step 1 - State the environment (URL) and the tenant id where the issue is found - and where it can be reproduced.
State if the error only occurs on a specific account or if it is a generic problem.
 
Step 2 – Checklist for Filing New Requests
1.    Title is brief but descriptive of the problem
2.     The issue is described clearly and the user identified the problem in detail - stating the seen result and compared with the expected result.
3.    Steps are CLEAR in reproducing the error
4.    The steps are easy to understand for someone to reproduce the problem
5.    A screen shot or similar is attached that is annotated showing the problem clearly
6.    If an error occurred, the error message should be attached to the issue
7.    The user has verified in Zendesk to ensure that there are no duplicate issues filed
8.    If issue is filed, it assumes the user has tried it several times to make sure it is reproducible and clear - on different accounts, different products
9.    All files needed to reproduce issue are attached (CSV, XSLX, etc..)

 If you have any questions or are unsure of one of these requisites, just let us know as best as you can or ask us for some help.

View a Support Ticket

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

    By default, the page displays all requests that are open or are awaiting your reply. An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information before resolving the ticket.

  2. To see details about a request, click the request title.
  3. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.

To track your organization's support requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

    This link appears only if you're a member of a shared organization.

  3. To see details about a request, click the request title.

    You can add comments to a request if an administrator has set it up.

 

Support Ticket Status

The status of a Support Ticket changes as it moves toward resolution. Statuses are displayed on the Support Ticket Details page. You can check on the status at any time.

The following table describes the statuses that a Support Ticket can have:

Status Description
New The initial status of a ticket after you create it. Your ticket has been submitted and the Customer Operations team is analyzing it.
Open The ticket is in the Customer Operations queue and further investigation or troubleshooting is underway.
Pending The ticket has been returned to the customer for more details to help identify the issue and its solution. A Pending ticket closes itself after 7 business days and three (3) notifications.
On Hold The ticket has been placed on hold while awaiting the action of a third-party (usually for a Development team or for significant Database Administrative work to be completed).
Solved
A solution has been suggested. Tickets can be marked Solved by Agents or users. Tickets marked as Solved and responded to by a user will be reset to an open status. A Solved ticket closes itself after 5 business days with no response.
Closed
Closed tickets are locked. They cannot be re-opened or altered. Tickets can only be closed via a trigger or automation, not an agent. Though Closed, they remain available in your ticket view(s) indefinitely.

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