Tickets and support
Opening a ticket from the Console, attaching files, replying, reading the statuses and knowing where the notifications land.
Support tickets are opened from the Console, in the Support section of the side menu, entry Tickets. The page lists your company tickets with the count of the open ones and of the total.
Opening a ticket
- Click New ticket at the top right.
- Pick the Ticket Type. Technical for a problem on a service, Commercial for offers and contracts, Administrative for invoices and company details.
- Pick the Priority among Low, Medium and High.
- Write the Subject, one line that sums the problem up.
- Only technical tickets show the DRs field. Search and pick the DRs the request is about, so whoever answers already knows where to look.
- Write the Message in the editor.
- Add Attachments if you need to. Up to 12 MB per file, in pdf, doc, docx, xls, xlsx, jpg, jpeg, png, gif and webp.
- Click Open ticket.
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Apri il file direttamente →If the editor looks full but only holds empty lines, the Console says so and does not send. If an attachment does not make it, the ticket is created anyway and a message tells you how many files were left behind, and you upload them again from the detail page.
Replying
Open the ticket from the list. Under the conversation you find the reply box. Write, click Attach files if you need to, then Reply. One send is one message with its attachments, and they stay attached to that message in the conversation.
On a closed ticket the button becomes Re-Open & Reply and your answer puts it back in play.
Until an operator has taken the ticket, in place of the box you find the notice “The ticket must be assigned to an operator before replying”. It is not an error, it is the wait for the assignment.
When the ticket is resolved the Leave Feedback box appears, with four scores from one to five and room for a comment.
The statuses
| Status | What it means |
|---|---|
| Aperto | received, not picked up yet |
| In Lavorazione | an operator is working on it |
| In attesa risposta cliente | the ball is in your court |
| In attesa risposta operatore | you answered, it is on us |
| Completato | closed |
The status labels are shown in Italian in every language. Above the list you have the search, the type filter and the three buttons All, Open and Resolved. Resolved tickets stay in the list, faded.
Where the notifications land
The emails follow whoever opened the ticket, not the generic company address. You get one at every answer from support, when the ticket moves to waiting for your reply and when it is closed. The opening confirmation also goes to the company address.
The emails carry the Reply to ticket button, which opens a reply page without going through the login. The closing one carries Leave feedback instead. The link expires, and once it has you answer from the Console.
A ticket left without an answer for too long closes on its own. Replying reopens it.