What is a support ticket?
Support tickets are conversations between clients and our support staff, each ticket concerning one particular issue. Such an issue may be reporting a bug in the system, asking a question about how to best use a part of the system for your needs, requests for system setting changes, and so on.
A ticket is like a chain of emails, but with a ticket ID common to the entire chain, so that our Support Portal can link all of the emails together, and we all have an easy way of identifying which ticket we are referring to. A ticket ID will look something like ION-2- Subject XXXX
Tickets have other information attached to them, the most important of which is Status.
A ticket’s status can be:
Open: we are investigating this
In Development: this is scheduled for a later release
Waiting for info: ionMy Support is waiting on further information from you
Client to confirm ok to close: ionMy Support believe that the ticket has been completed and are awaiting your confirmation
Closed: the issue has been dealt with; no further communication required
Accessing the Support Portal
You can create a support ticket in three ways:
By sending an email to support@ionmy.com.au and/or ionmysupport@ionmy.atlassian.net
Through the Support Portal at https://ionmy.atlassian.net/servicedesk/customer/portal/4
Via your ionMy Home Screen>ionMy Support> Raise Support Request
Any replies to your tickets will be emailed to you. You can also view any past tickets, including replies, on the Support Portal
Creating an account on the web
On the Support Portal’s main page https://ionmy.atlassian.net/servicedesk/customer/portal/4
➢ Click on Sign Up
➢ Enter in your email details and click on send link
➢ You will get an email notification
➢ Open the email and click on Sign Up
➢ You will be redirected to the sign-up page
➢ Enter in your Full Name and Password and click on Sign up
➢ Your account will be created
Retrieving your password
If for whatever reason you do not know what your password is, you can use the Forgot your password? function of the login section on the Support Portal’s main page.You will be sent a link. Follow the instruction to retrieve password
Creating a ticket
When should you create a ticket?
You should create a new ticket if you are having a new issue or have a new question to ask our support staff.
You should reply to an existing ticket if you have further information or questions about the issue in that ticket
You should reply to an existing ticket that had been resolved only if you discover that the issue is not in fact resolved, otherwise submit a new ticket even if it is a related issue.
How to create a ticket by email
Simply send an email to support@ionmy.com.au and/or ionmysupport@ionmy.atlassian.net
The subject of the email will become the subject of the ticket, and your ticket will be logged in the Support Portal. Please provide us much supporting documentation as possible to assist in our investigations.
A notification with links and the Ticket number with be sent to you
Note: If you do not have an account already in our Support Portal when raising tickets via email, You will not be able to use the View request option(Which is for view in Support Portal as it will prompt you to sign up by taking you to the home page
Follow above steps to create an account (Page 3).
➢ All the tickets you raised via email will automatically link to your Support Portal. (Provided you used the same email that you used for raising the tickets, to create the account)
➢ You can view your tickets by clicking on the Request Button
How to create a ticket on the web or via the Raise Support Request menu on your ionMy system
Log in to the website (as advised at Accessing the portal section) or via the ionMy Support https://ionmy.atlassian.net/servicedesk/customer/portal/4
➢ Enter in the details
➢ Set the Priority
➢ Add in the description
➢ Attachments - If any
➢ Click on Send
Viewing tickets online
If you log into the Support Portal website, you will be able to view your current and past tickets by clicking on Requests. You can Sort/Search for tickets by
➢ Request Contains
➢ Status
➢ Created by
➢ Request Type
Receiving replies and replying to tickets
Replies will be sent directly to you by email. A ticket reply email will always have the ticket ID at the start of the subject, such as ION -2 SubjectXXX
You can also view your replies online as described above.
You can reply to tickets either by replying to the appropriate email (ensure it is one with the ticket ID in the subject as above, so it will be added to the Support Portal automatically), or by clicking on the ticket ,entering the response and clicking Save button when viewing a ticket online.
Closing a ticket and giving feedback
Our support staff will close a ticket when they have established that the ticket is definitely resolved.
Once a ticket is closed, you will receive an email asking you to give feedback on our handling of the ticket. Any feedback you can give is much appreciated, as it will help us improve our supports system and our product!
Live Chat
A Live Chat feature is also available, this is accessible from the Support Portal.
Once accessed the user is presented with a chat box (1st image) for their first question. This then becomes a classic chat room style record (image below).
We will create a ticket
a) Should that chat require any further investigation or information we will create a support ticket to continue working with you
b) Upon resolving / the issue we will create a ticket for you and close it, so that you can review and refer to it when needed
Click here to download a copy of the guide
