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AurionAI

See and answer your tickets in the mobile app

4 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 shows the tickets that IT support has for you. You can read the messages, reply, add photos or documents, and reopen a ticket that was resolved.

Prerequisites

  • You are signed in to the app. Read Sign in to the mobile app.
  • Your organization has connected its ticketing system to AurionAI. If it has not, the Tickets screen says that tickets are not available yet.

You cannot create a ticket in the app. To report a new problem, call IT support from the app: read Call IT support from the mobile app.

Find a ticket

  1. Open the Tickets screen. Your latest tickets also appear on the Home screen under Recent tickets.
  2. To show only some tickets, select a filter: All, Open, Pending or Resolved.
  3. To search the list, select the magnifying glass, then type words from the subject or the ticket number. To close the search, select the cross.
  4. Select a ticket to open it.

Reply to a ticket

The ticket shows your request and every message after it. Your messages are marked YOU. Messages from your IT team are marked IT SUPPORT.

[Screenshot to come: A ticket in the mobile app with its messages and the reply box]

  1. Open the ticket.

  2. Type your message in the box at the bottom.

  3. To add a file, select the paper clip, then choose one:

    • Take a photo
    • Choose from gallery
    • Upload a document: a PDF, Word, Excel, PowerPoint or text file.

    The first time, your phone asks whether the app can use the camera or your photos. Allow it. You can add up to five files to one reply. To remove a file before you send, select the cross next to its name.

  4. Select the send button.

The reply appears in the ticket. When you add files, a bar shows the upload.

Reopen a resolved ticket

When a ticket is resolved or closed, the app shows This ticket is resolved. instead of the reply box. If the problem is back, select Reopen. When the ticket is open again, the reply box comes back so that you can say what happened.

Use the app without internet

When your phone is offline, the Home screen shows You're offline. Showing cached data.. You can still read the tickets that the app loaded before.

  • A reply without files is kept on your phone. The app shows Offline: reply queued and will send when connection returns. and tries to send it when the connection returns. Check the ticket afterwards. If your reply is not there, send it again.
  • A reply with files cannot be kept. The app shows Offline: replies with attachments cannot be queued yet.. Wait until you are online, then select the message to send again.

Result

Your IT team sees your reply or your files in the ticket. If you turned on notifications, the app tells you when the status of the ticket changes: read Get notified about your tickets.

If something goes wrong

  • The Tickets screen says that it could not load your tickets. Check your connection, then select Retry.
  • The Tickets screen says that tickets are not available yet. Your organization has not connected a ticketing system. Contact your IT team in another way.
  • The app says that a reply failed. Select the message above the reply box to try again.
  • The app says that a file is too large. Each document can be up to 15 MB. Send a smaller file, or several smaller files.
  • The app says that it rejected a file because of a security threat. The file was not sent. Do not send it again. Tell your IT team in your reply.
  • The app says that it needs permission for the camera or your photos. Allow it for the AurionAI Support app in your phone's settings.
  • The app says Couldn't reopen the ticket. Please try again. Check your connection and try again. If the ticket stays resolved, call IT support and ask them to reopen it.

Still stuck? Submit a request or .