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How to Create a Help Desk Ticket

Iliaenid Gandia
  • Updated

 

 

Table of Contents

How to Create a Help Ticket in TVP.X

Creating a ticket for non RO specific issues

1. Click on the 6.png button

2. If the issue is not relevant to an RO select 7.png

3. Select the appropriate severity from the drop down menu

4. Add a brief but descriptive summary of the problem 

5. Describe the issue and provide any examples 

6. Take a screenshot if needed or hit submit

 

mceclip0.gif

 

 

Creating a ticket for RO specific issues 

  1. Open the affected RO 

  2. . Click on the 6.png button

  3. Select the appropriate severity from the drop down menu

  4. Add a brief but descriptive summary of the problem 

  5. Describe the issue and provide any examples 

  6. Take a screenshot if needed or hit submit

mceclip1.gif

 

 

Using the Screenshot tool

To delete additions please select the correct tool for the edit you would like to erase then click the item to reveal the delete icon. 

mceclip5.gif

 

How to create a ticket from the Settings page

1. Click Help on the bottom right of the settings page

2. Complete the form and hit submit

 

NOTE: If there is no user defined as the implementor in Service Advisor settings you will receive an error. Please designate a user as the implementor and try again. 

How to Respond to Help Tickets In TVP.X

  1. When a ticket response comes in from our Support Team the blue message indicator will change to red and show the number of unread messages needing to be reviewed. 
  2. Unread messages will appear in light blue. Click the message to mark it read. 
  3. Once the messages are marked read the red notification indicator will clear out and change back to blue. 
    mceclip1.gif

 

Using the Channel Filter

Changing the channel filter helps to make hidden messages visible. Use the channel filter to select the appropriate channel needed to respond to a message. 

Note: Open tickets for the entire shop will let you see other support tickets for the shop if there are issues that other members of your shop have reported.

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How to Create a Ticket in Legacy TVP 

  1. Click on the 9.png button
  2. Determine if the issue is RO specific
  3. Select the appropriate severity from the drop menu
  4. Provide a brief summary of the problem
  5. Describe the details of the issue and provide any examples if possible
  6. Submit

5.png

 

 

 

 

How to Respond to Help Tickets in Legacy TVP

  1. When a ticket response comes in from our Support Team a green message icon will appear in the top left hand section of the page mceclip7.png

  2. Click to open AV Support Chat Channel

  3. Unread messages will appear in light blue. Click the message to mark it read.

mceclip0.png

 

 

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