Responding to Support Tickets

This guide provides instructions for responding to and following up on your support tickets in the OneClickWorker Support Center.

Accessing a Ticket for Response

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. Locate the ticket you want to respond to and click on it to open the ticket detail page

Understanding the Ticket Detail Page

The ticket detail page displays all information related to your support ticket:

• Title and Description: The original information you provided when creating the ticket
• Status and Priority: The current status and priority level of your ticket
• Created Date: When the ticket was created
• Assigned Agent: The support team member handling your ticket (if assigned)
• Comments Section: A chronological list of all comments on the ticket

Viewing Existing Comments

The comments section displays all communications related to your ticket:

• Each comment shows the name of the person who wrote it
• Comments are displayed in chronological order
• Each comment includes a timestamp showing when it was posted
• Support team comments are clearly identified

Adding a Comment to Your Ticket

To respond to a support ticket:

1. Scroll down to the comment section at the bottom of the ticket detail page
2. Locate the text area labeled "Add a comment..."
3. Type your response in the text area
4. Click the "Add Comment" button to submit your comment

Your comment will be immediately added to the ticket and will be visible to the support team.

Best Practices for Responding to Tickets

Be Clear and Concise

• Keep your responses focused on the specific issue
• Use clear, straightforward language
• Break down complex information into bullet points or numbered lists

Provide Requested Information

When the support team asks for specific information:

• Answer all questions completely
• Provide the exact information requested
• Include any relevant details that might help resolve your issue

Include Context

When adding a comment:

• Reference previous comments if necessary
• Clarify which aspect of the issue you're addressing
• Mention any changes or new developments since your last comment

Use Professional Communication

• Maintain a professional tone in all communications
• Be patient and courteous, even when frustrated
• Avoid using all caps, excessive punctuation, or informal language

Following Up on Tickets

If you haven't received a response in a reasonable timeframe:

1. Add a follow-up comment to your ticket
2. Mention the time that has passed since your last communication
3. Politely request an update on the status of your issue

Example: "It's been three business days since my last comment. I'm following up to check if there's any update on this issue or if you need additional information from me."

Understanding Response Times

Our support team aims to respond to all tickets based on their priority:

• High Priority: Response within 1 business day
• Medium Priority: Response within 2 business days
• Low Priority: Response within 3-5 business days

Response times may vary based on ticket volume and complexity.

Resolving Your Ticket

When your issue has been resolved:

1. Confirm that the solution works for your specific case
2. Add a final comment thanking the support team and confirming the resolution
3. The support team will then close the ticket

If the issue recurs after the ticket is closed, you can create a new ticket referencing the previous one.

Next Steps

After reviewing this guide, you may want to:

• Learn how to create new support tickets
• Understand how to manage your tickets
• Review the Support Center overview

Need Help?

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