Enter userid and password, then click “Log In”.
Verify that the logo at top left correctly represent your regional affiliation
Select “Submit a Ticket”.
Select any category
Click “Next”
Here the user enters a brief “subject” for this ticket, and a more detailed description of the problem in the standard input fields provided.
As the user enters data, Kayako automatically searches its knowledgebase for relevant articles to present to the user.
Enter a subject and description, then click “Submit”.
The user is presented with a confirmation screen summarizing the new ticket.
At this point, the ticket is guaranteed to be registered in the system.
A confirmation email will be sent
Click "Back" to return to support home page
Click "View Tickets"
Click "Logout"
Check for e-mail update and click link
Login
Verify ticket resolution
Change Status to “Closed” or “Open” as appropriate and click “Update”
Click "Logout", or "Back" to return to support home page.
Triage staff gets notification email for new ticket
Click link to view ticket
Login if necessary
Search for “power cord” in search widget
Click desired search result to insert into ticket reply
Change owner to appropriate triage person (self)
Change status to “Resolved”
Click “Send”
Click "View All"
Click “View All”
Click the “Subject” field of the appropriate ticket
Click “Add Notes”
Enter some text for the note
Click “Add Note”
Click on a ticket field to make ticket editable
If this is a ticket transferred from another ARC, change the department from "Transfer to..." to the appropriate local department.
Assign ownership to a User Support Specialist
Set a priority
Click “Submit”
Follow steps in Section T2 (above) through “add a note to a ticket"
Add a note indicating that the ticket should be handled at another ARC
Click “Add Note”
Set Department as “Transfer to XX” (choose an ARC)
Set Owner as “Unassigned”
Click “Submit”
Click “View All”
Click the subject area of the appropriate ticket
Click “Post Reply” tab
Enter content for the reply
Set Status “Resolved”
Click “Knowledgebase” checkbox to insert a new KB article based on this reply
Click “Send”
Enter a subject for the new article
Select a category, if appropriate
Add or modify contents if appropriate
Click “Insert Article”
Follow steps in Section S1 (above) through “Select a ticket"
Click “Post Reply”
In the “Contents” field, reference the external reference number
Set Status “Pending”
Click “Send”
Click "Search" menu item, click "Advanced"
Set dropdown widgets to "Status", "Equal", "Pending"
Click "Search"
Verify that the result list contains the new ticket
Select the ticket
Click the "Post Reply" tab
Provide ticket resolution in content field
Set status "Resolved"
Click "Send"
View of all assigned tickets
I | Attachment | Action | Size | Date | Who | Comment |
---|---|---|---|---|---|---|
png | e2e20.png | manage | 113 K | 2010-05-07 - 16:33 | KellySharp | |
png | e2e21.png | manage | 129 K | 2010-05-07 - 16:33 | KellySharp | |
png | e2e210.png | manage | 186 K | 2010-05-07 - 16:45 | KellySharp | |
png | e2e2101.png | manage | 134 K | 2010-05-07 - 16:48 | KellySharp | |
png | e2e211.png | manage | 139 K | 2010-05-07 - 16:46 | KellySharp | |
png | e2e212.png | manage | 138 K | 2010-05-07 - 16:46 | KellySharp | |
png | e2e213.png | manage | 177 K | 2010-05-07 - 16:46 | KellySharp | |
png | e2e214.png | manage | 172 K | 2010-05-07 - 16:46 | KellySharp | |
png | e2e215.png | manage | 188 K | 2010-05-07 - 16:47 | KellySharp | |
png | e2e216.png | manage | 182 K | 2010-05-07 - 16:47 | KellySharp | |
png | e2e217.png | manage | 139 K | 2010-05-07 - 16:47 | KellySharp | |
png | e2e218.png | manage | 149 K | 2010-05-07 - 16:47 | KellySharp | |
png | e2e219.png | manage | 185 K | 2010-05-07 - 16:48 | KellySharp | |
png | e2e22.png | manage | 116 K | 2010-05-07 - 16:33 | KellySharp | |
png | e2e220.png | manage | 161 K | 2010-05-07 - 16:48 | KellySharp | |
png | e2e221.png | manage | 195 K | 2010-05-07 - 16:48 | KellySharp | |
png | e2e23.png | manage | 124 K | 2010-05-07 - 16:52 | KellySharp | |
png | e2e24-logout.png | manage | 107 K | 2010-05-07 - 16:34 | KellySharp | |
png | e2e24.png | manage | 117 K | 2010-05-07 - 16:34 | KellySharp | |
png | e2e25-circle.png | manage | 51 K | 2010-05-07 - 17:02 | KellySharp | |
png | e2e25.png | manage | 48 K | 2010-05-07 - 16:59 | KellySharp | |
png | e2e26.png | manage | 138 K | 2010-05-07 - 16:35 | KellySharp | |
png | e2e27-circle.png | manage | 142 K | 2010-05-07 - 16:35 | KellySharp | |
png | e2e27.png | manage | 151 K | 2010-05-07 - 16:35 | KellySharp | |
png | e2e28-circle.png | manage | 140 K | 2010-05-07 - 16:40 | KellySharp | |
png | e2e28.png | manage | 137 K | 2010-05-07 - 16:39 | KellySharp | |
png | e2e29.png | manage | 70 K | 2010-05-07 - 16:40 | KellySharp | |
png | externalticketreply.png | manage | 192 K | 2010-05-07 - 16:49 | KellySharp | |
png | externalticketviewall.png | manage | 149 K | 2010-05-07 - 16:49 | KellySharp | |
png | searchresults.png | manage | 146 K | 2010-05-07 - 16:49 | KellySharp | |
png | searchticket2.png | manage | 136 K | 2010-05-07 - 16:49 | KellySharp | |
png | searchtickets.png | manage | 152 K | 2010-05-07 - 16:49 | KellySharp |