Managing Support Tickets

This guide provides instructions for viewing and managing your existing support tickets in the OneClickWorker Support Center.

Accessing Your Tickets

1. Log in to OneClickWorker with your credentials
2. Click on the "Support" option in the main navigation menu
3. On the Support Center dashboard, click the "View Tickets" button in the "My Tickets" card
4. You will be directed to the tickets page where you can see all your support tickets

Understanding the Tickets Page

The tickets page displays a list of all your support tickets with the following information:

• Title: The title of your support ticket
• Status: The current status of your ticket (Open, In Progress, Closed)
• Priority: The priority level assigned to your ticket (High, Medium, Low)
• Created: The date when the ticket was created

If you haven't created any support tickets yet, you'll see a message indicating that you don't have any tickets.

Ticket Statuses

Your tickets can have one of the following statuses:

• OPEN: The ticket has been created but not yet assigned to a support agent
• IN_PROGRESS: The ticket has been assigned to a support agent who is working on it
• CLOSED: The ticket has been resolved and is now closed

The status is indicated by a colored badge next to each ticket:

• Green badge for OPEN tickets
• Yellow badge for IN_PROGRESS tickets
• Gray badge for CLOSED tickets

Ticket Priorities

Each ticket is assigned a priority level based on the nature and urgency of the issue:

• HIGH: Critical issues that prevent core functionality of the platform
• MEDIUM: Important issues that impact functionality but have workarounds
• LOW: Minor issues, questions, or enhancement requests

Viewing Ticket Details

To view the details of a specific ticket:

1. On the tickets page, locate the ticket you want to view
2. Click anywhere on the ticket row
3. You will be directed to the ticket detail page

Understanding the Ticket Detail Page

The ticket detail page displays comprehensive information about your support ticket:

• Title: The title of your support ticket
• Description: The detailed description you provided when creating the ticket
• Status: The current status of your ticket
• Priority: The priority level assigned to your ticket
• Created: The date and time when the ticket was created
• Assigned To: The name of the support agent assigned to your ticket (if applicable)
• Comments: A chronological list of all comments on the ticket

Navigating Between Tickets

To navigate between your tickets:

1. From any ticket detail page, click the "← Back to Tickets" link at the top of the page
2. You will be returned to the tickets list where you can select another ticket

Creating a New Ticket

To create a new support ticket from the tickets page:

1. Click the "Create New Ticket" button at the top of the tickets list
2. You will be directed to the new ticket form
3. Follow the instructions in the Creating Support Tickets guide

Sorting and Filtering

Currently, tickets are displayed in chronological order with the most recently created tickets at the top. Advanced sorting and filtering options may be added in future updates.

Best Practices for Managing Tickets

Regular Check-ins

• Check your tickets regularly for updates from the support team
• Respond promptly to any requests for additional information

Keep Track of Multiple Tickets

• If you have multiple tickets open, make note of their titles and statuses
• Focus on providing information for your highest priority tickets first

Closing Resolved Tickets

• If your issue has been resolved, let our support team know
• This helps us maintain an efficient support system

Next Steps

After reviewing this guide, you may want to:

• Learn how to respond to support tickets
• Create a new support ticket

Need Help?

If you encounter any issues or have questions about managing your support tickets, please contact our support team at support@oneclickworker.com.