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AurionAI

Follow and answer your tickets in the Help Center

4 min readBy Emmanuel Yazbeck

Who this is for: people who are signed in to their organization's Help Center and want to follow their support requests, called tickets. Employees see the tickets from their company's IT support tool. Customers see the requests that they made to the company they buy from. Which tickets appear depends on how your organization connected its support tools to the Help Center.

Prerequisites

See your tickets

The My Tickets page of an example help center

  1. Select the button with your initials at the top right of the page.
  2. Select My Tickets.
  3. To show only some tickets, select a filter: All, Open, Pending, Resolved or Closed.
  4. Select a ticket to open it.

Each ticket shows its subject, its status, its priority, the start of its description and the date it was created. Some organizations use their own status names, so you may see other words than the filters.

Read and answer a ticket

The ticket page shows the subject, the status, the category, the creation date and, under Conversation, all public messages between you (You) and the support team (Support).

  1. Type your answer in the box under the conversation.
  2. To add files, select Attach files. You can add up to 5 files, each up to 15 MB. Accepted file types are images (JPEG, PNG, HEIC), PDF, Word, Excel and PowerPoint files (.xlsx, .pptx) and text files. To remove a file before you send, select the cross next to it.
  3. Select Reply.

Your answer appears at the end of the conversation. Your organization can have each file checked for security threats before it is added.

You cannot answer a closed ticket. Reopen it first, as described below.

Reopen a ticket

If a resolved or closed ticket is not really fixed:

  1. Open the ticket.
  2. Select Reopen Ticket.
  3. Write an answer that explains what still does not work, then select Reply.

The ticket status changes, and the support team sees that you need more help.

Response time targets

When your organization tracks response targets in AurionAI, a Service Level Agreement box shows the targets of the ticket:

  • First Response: the time for the first answer from support.
  • Next Response: the time for the next answer from support.
  • Resolution: the time to solve the problem.

Each target shows one state:

  • In Progress: the time is running. The box shows how much time is left, or Overdue when the time is over.
  • Paused: the time is stopped for now.
  • Met: support met the target.
  • Breached: support missed the target.

Tickets from your company's IT tool or ticketing tool may not show this box, even if that tool has targets.

Result

You know the state of your tickets, and the support team has your answers.

If something goes wrong

  • The page shows No tickets found.. You have no ticket with this filter. Select All. When your organization connects an IT tool or ticketing tool, a request sent with the Help Center request form never appears here: the support team answers it by email. Read Submit a request in the Help Center.
  • An email about your request has no link to the Help Center. Your organization's Help Center does not show that request, so the email has no page to open. Answer the email instead.
  • The page shows Your tickets could not be loaded. Please try again. Try again later. If the message stays, your support account may not be linked to your tickets yet. Contact your organization's support team by another way. Read Ways to get help.
  • A file does not appear in the list after you selected it. It is larger than 15 MB, or you already added 5 files. Use a smaller file, or send the other files in another answer.
  • Your answer was not sent because of an attachment. The message tells you why: the file could not be security-scanned, it is too large to scan, or it may contain a security threat. Remove the file or use a different one, then send again.
  • The page shows Your reply could not be sent. Please try again. Try again. If you added files, check that each one is of an accepted type, listed above.
  • The page shows The ticket could not be reopened. Please try again. Your organization's support tool did not accept the change. Write an answer instead, if the ticket is not closed, or submit a new request if your organization offers the request form.
  • You are sent back to the sign-in page. Your session ended. Sign in again, then open the ticket again.

Still stuck? Submit a request or .