Video
Instructions
There are four different ways to open a ticket in Owlytica:
- Customers can open a ticket through the Customer Portal.
- Customers can email a ticket to a predefined email address.
- Customers can make a phone call, and you can open a ticket manually on behalf of a customer in the Team Portal.
- There is also an API, by which you can connect an existing ticketing system to Owlytica
End Customer – Customer Portal
Customers can easily create a support ticket for assets that are part of an active contract. This would mean that the customer has signed the contract and that the current date is within the contract window.
To create a support ticket from the Customer Portal:
- Login to the Customer Portal.
- Select Assets in the left navigation.
- From Assets list, click the checkbox next to an asset you would like to open a ticket for and then click the Request Support button.
- Fill out the Request Support Form.
- Click the Send Request Button.
Customers can see any tickets by clicking on Support Cases in the left hand navigation.
The ticket will then be created in the Team Portal with a case status of Open.
End Customer – Sending an Email
Customers can also easily submit a case by emailing a predefined address in Owlytica.
If you would like customers to be able to create a ticket by sending an email you will want to enable mailbox tracking.
Turning on Enable Mailbox Tracking
To activate mailbox tracking:
- From the main menu navigate to Settings > Account Settings > Help Desk Settings.
- Click on the Mailbox Settings tab.
- Note your assigned email address, do not change it.
- Click the Enable Mailbox Tracking checkbox.
- Click the Save button.
An optional suggestion would be to auto-forward a support@yourcompany.com email to your predefined email support address for Owlytica.
Now a customer can copy this predefined email address and draft an email to create a ticket.
The more information provided in the email, the easier it will be to begin work on the problem. You will want to let your customer know the specific details needed to support the case, such as serial number, site location and the asset that needs support.
Cases initiated through this method will be in draft status in the Team Portal upon creation. If the sender’s email matches a contact in the company, that account will be linked to the created ticket. This ticket will need to be validated by a Team Portal member in order to be moved to Open. This will help to check for things like spam or errors in the ticket before it is assigned. Once the status is changed to Open then the SLA clock will start.
Once a ticket is set to active the customer will be able to see the ticket in the Customer Portal, under Support Tickets.
Team Member – Manually On behalf of a Customer
If your support team is contacted by phone or in person, they can create a ticket on behalf of a customer.
To create a ticket from the Teams Portal:
- Click Service > Cases from the top navigation.
- In the top right corner click the Open New Case button.
- Select Open Hardware Support Case from the drop-down.
- Choose the appropriate Company.
- Select an asset with an open contract.
- Add a Summary, Description and Issue Type.
- Assign someone from the drop-down list.
- Indicate a Severity Level.
- Choose a Case Origin.
- Fill out all Contact Information for the case.
- Click Submit.
Once the assignee starts working on the case they will change the case status to Open and the SLA clock will begin.
Customers are also able to see the case once it has been changed to a status of Open.
APIs
Owlytica’s APIs can also be used to connect an existing ticketing system to Owlytica. To access the Owlytica API documentation, visit your domain/swagger, like this:
https://yourdomainname.owlytica.com/swagger.