This article includes the following topics:
How to sign-up:
1. Go to our help center: https://damstra.zendesk.com/hc/en-us
2. Click on Sign In -
3. Click on Sign Up
4. Type in your Full Name and Your email address in the boxes and click Sign Up, you will receive a link to set a new password for your account. If you don’t find the email in your inbox, check your spam folder.
5. Click on Sign In
6. Type in your registered email and your password and click sign in.
How to submit a ticket?
To submit and view tickets using our Help Centre, please go to - https://damstra.zendesk.com/hc/en-us.
Click on Sign in:
Enter the email address and password that you have setup for your account:
Once logged in, you will need to open ‘My activities’ by clicking on your name in the top right-hand corner of the page:
You will see three (3) tabs, allowing you to view your own tickets, as well as any you are cc’d on and any, if you're an administrator for your organisation, any requests raised for other people in your organisation:
Ticket status definitions
▪ ‘New’ – ticket created but not assigned to anyone or actively being investigated/actioned.
▪ ‘Open’ – actively in line to be investigated/actioned.
▪ ‘On Hold’ – in line to be investigated/actioned but due to client direction or length of time before action is required, the priority rating has moved.
o Remains as ‘On Hold’ for 30 days after which time it reverts to ‘Open’ and must be manually changed to being ‘On Hold’ again. No limit to the number of times this can happen.
o Responding to the email trail will automatically update the status to ‘Open’.
▪ ‘Pending’ – awaiting confirmation from the client that they are satisfied or still require action on this item.
o Remains in this status for seven (7) days after which time it automatically updates to ‘Solved’. The user that ‘owns’ the ticket is notified that the status has been updated to ‘Solved’.
o Responding to the email trail will automatically update the status to ‘Open’.
▪ ‘Solved’ – ticket requirements have been actioned/investigated to a point it is believed the task is finalised.
o Remains in this status for 7 days after which time it automatically updates to ‘Closed’.
o Responding to the email trail will automatically update the status to ‘Open’.
▪ ‘Closed’ – ticket cannot be re-opened.
o If a new email is sent in response to a ticket that has been 'Closed", a new ticket will be created which will reference the now closed ticket.
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