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Welcome to Telgoo5 Support

Creating and Managing Support Tickets- CSR Guide

Support Tickets

Submitting a Support Ticket

The Telgoo5 support team and support ticket responses are available Monday through Friday from 9 am to 9 pm eastern time.

1. Initiation from Customer Profile

When troubleshooting an issue within a Customer Profile, you can pivot directly to the ticketing system without leaving the customer's page:

  • Locate the Customer Notes section on the profile dashboard.
  • Click the link labeled "Do you want to create a ticket? (PC402)" located just below the priority dropdown.
  • This action automatically triggers a pop-up window, pre-populating the form with the specific Customer ID and Name, ensuring consistency in your tracking.

2. Completing the Ticket Form

Once the "Add Ticket" modal appears, fill out the mandatory fields marked with a red asterisk:

  • Title: Provide a concise summary of the issue (e.g., "Enrollment Notification Failure").
  • Ticket Type: Select the relevant category from the dropdown menu (e.g., Billing, Provisioning, Technical).
  • Description: Include a detailed account of the issue, including error messages, steps taken to resolve it, and the impact on the user.
  • Contact Information: Verify that the Contact Number and Alternate Number are correct for the client.
  • Status: Ensure this is set to "Open" for new issues.
  • Assignment: Choose the appropriate User or Group from the "User List" to ensure the ticket is routed to the correct department.

3. Best Practices for Documentation

  • Leverage Context: Always check existing customer notes before submitting a ticket to avoid creating duplicates.
  • Be Specific: A high-quality description should include exactly what went wrong and any specific error codes (such as "Email Notification Failed") found in the activity logs.
  • Prioritize: Ensure the ticket priority (if applicable in your view) matches the urgency of the client’s request to ensure the support team sees the most critical issues first.

This process ensures that all technical support requests are tracked, assigned, and resolved within the Telgoo5 architecture, preventing issues from slipping through the cracks.

Accessing Support Tickets

Video

  1. Open Customer Account: Search for the customer using the search bar and navigate to their account page.
  2. Navigate to Tickets: In the left-hand navigation menu, under the Customer Service (PC400) section, scroll down and click on Tickets (PC87).
  3. Search/Filter Tickets: You can use the ticket filter panel to search for historical entries by inputting:
    • A specific Date From and Date To range.

    • A unique Ticket Number.

  4. Execute Search: Click the blue Search button to populate the search results in the grid with all relevant ticket records.

Monitoring Ticket Status

Once a ticket is active, you can monitor its progress in the grid. This grid provides an operational overview of the issue, including:

  • The ticket number and its title/description.
  • The representative to whom the ticket is assigned.
  • The current status of the ticket (e.g., Open, In Progress, Resolved).
  • The representative who created the ticket and the date it was created.