Translations:Technical support service/3/en

Created Request

After creating a request, the user will receive comments from the technical support department.

After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.

Example of a created request.

The user can interact with the request and, for example, close it immediately if it was created accidentally or if the information in the request is incorrect. To do this, they need to go to the right side of the screen and click on the line "Mark as Completed".

Example of the option to close a request.

Only the user who created the request can close it.

The option to close a request is available only for certain statuses.

Ticket ID (Request ID)

After creating a request, it will be assigned its own special number in the system, referred to as "ID". Using this ticket ID (request ID), the technical support specialist will be able to find the user's request.

Example of displaying the ticket ID (request ID).

When communicating with a technical support specialist/manager, it is recommended to use the request ID to identify a specific request. In other cases, the response to the user's query, in which the request ID is not mentioned, may be delayed.

Examples of user questions: A good question that can receive a prompt response about the problem:
"Good day, could you tell me the status of the issue SPSUP-1494?"
A poor question, the answer to which may not be prompt and may require additional information from the user:
"Hello, what's the status of the error with Samsungs?"

"Could you tell me if the bug with Android has been resolved?"