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AurionAI

Get notified about your tickets

3 min readBy Emmanuel Yazbeck

Who this is for: employees of organizations that use AurionAI for IT support. Customers use the phone, the web chat or the Help Center.

The app can send a notification to your phone when the status of one of your tickets changes, so you do not need to open the app to check. It works with every ticketing system your organization can connect.

Prerequisites

Turn on notifications

The app asks once, after your first sign-in on the phone.

  1. When the app shows Stay updated on your IT tickets, select Enable notifications.
  2. When your phone asks whether the app can send notifications, allow it.

If you select Maybe later, the app does not ask again. You can turn notifications on later in the settings.

Turn notifications on or off later

  1. Select Settings at the bottom of the screen.
  2. Under Notifications, turn Push notifications on or off.
  3. When you turn it on, allow notifications if your phone asks. If your phone no longer asks, the app opens your phone's settings: allow notifications for the AurionAI Support app there.

What you are notified about

You get a notification when the status of one of your tickets changes: for example, when the ticket is set to pending, or resolved. It can take a few minutes to arrive.

A new ticket or a reply that does not change the status does not send a notification. Open the Tickets screen to see the latest messages.

Select a notification to open its ticket in the app.

Result

Your phone shows a notification when the status of one of your tickets changes.

If something goes wrong

  • You turned notifications off in your phone's settings. Open your phone's settings, find the AurionAI Support app and allow notifications again. Then check that Push notifications is on in the app's settings.
  • You selected Maybe later or did not allow notifications when your phone asked. Turn on Push notifications in the settings, as described above.
  • No notifications arrive although they are allowed. The status of your tickets may not have changed. Check that Push notifications is on in the settings. Also check your phone's focus or do-not-disturb mode, and that the app is signed in. You can always check the Tickets screen.

Still stuck? Submit a request or .