Ticket Operation at Help Center

Submitting a support request

You must be signed in to submit support requests in Help Center.

https://iijasd.zendesk.com/hc/en-us

To submit a support request in Help Center

1. Click Submit a request at the top of the page.
2. If you would like to copy a user on the ticket, please add an email address on CC section.

         To copy multiple users, use a comma to separate each email address.

    3. 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.

    4. Choose your status at Requester Status, either IT Admin or IT Vendor.
    5. Add any attachments if needed. (Up to 20MB) 

    6. Click Submit.

Updating a support request in My Activities with a comment, CC, or organization

You can update any existing support request that is not closed with a comment.

You can also add CCs to an existing support request.

To update an existing support request

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

By default, the page displays all requests that you have submitted. In Zendesk Support, 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 from you before resolving the ticket.

    2. 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. 

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

If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

Tracking your organization's support requests

As an administrator, you can see tickets for all members of your organization. 

Note: Authority to see tickets in the organization must be set up by IIJA administrator. For more information, please contact IIJA sales representative.

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

 To subscribe to requests for a shared organization

You can receive notifications for new and updated request in your organization.

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.
3. Click Follow.

Marking a request as solved

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

 To mark a request as solved

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to mark it as solved.
4. Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click All my requests in the sidebar.
3. Click the title of a solved request to open it.

Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.

    4. Click the link on the lower side of the request to create a follow-up request.

    5. Complete the follow-up request and click Submit.