Tickets - Frequently Asked Questions (FAQ)

1. What is the ticketing system in Utho Cloud? 🤔

The ticketing system in Utho Cloud is a platform feature that allows users to raise, manage, and track queries or issues related to services. It helps users communicate effectively with the support, sales, and billing teams.

2. How do I create a new ticket? 📝

To open a new ticket, simply navigate to the Tickets, click on the “Open New Ticket” button, and fill in the necessary details such as the subject, department, and priority. After submitting, the ticket will be created, and you will be able to track its status.

3. What is the difference between “Answered”, “Opened” and “Closed” tickets? 🔍

Answered Tickets: These are tickets where a response has been provided by the support team, but the issue may not yet be resolved.
Opened Tickets: Tickets that are currently being worked on or are awaiting user input or further assistance.
Closed Tickets: Tickets that have been resolved and marked as completed, meaning no further action is needed unless re-opened.

4. How can I view all my tickets? 📋

To view all your tickets, navigate to the Tickets Listing Page. From there, you can filter and view tickets by their status (e.g., Open, Answered, or Closed).

5. How do I view only answered tickets? 📨

To view only answered tickets, click on the Answered Tickets card on the Tickets Listing Page. This will filter the tickets to show only those with responses from the support team.

6. How do I view only open tickets? 🚨

To view only open tickets, click on the Opened Tickets card at the top of the Tickets Listing Page. This will filter the list to display tickets that are still awaiting resolution.

7. How do I view only closed tickets? 🔒

To view only closed tickets, click on the Closed Tickets card at the top of the Tickets Listing Page. This will filter the tickets to display those marked as closed.

8. Can I re-open a closed ticket? 🔄

Yes, you can re-open a closed ticket by adding a reply to it. Once you add your reply, the status of the ticket will automatically change to “Open.”

9. How can I reply to a ticket? 💬

To reply to a ticket, navigate to the Manage Page of the ticket. In the reply text box, type your message and click the Add Reply button to send it.

10. How can I upload files in a ticket reply? 📎

To upload files in a ticket reply, click on the “Upload Document” button located below the reply text editor. Choose the file you want to upload, and it will be attached to your reply. Then, click Add Reply to submit it.

11. Can I delete files attached to a ticket reply? ❌

Yes, you can remove an attached file by clicking the cross icon next to the document name in the reply section before submitting the reply.

12. How do I close a ticket? ✅

To close a ticket, go to the Manage Ticket Page and click on the Set to Close button. A confirmation will appear, and once confirmed, the ticket will be marked as closed.

13. Can I reopen a closed ticket? 🔄

Yes, you can re-open a closed ticket by adding a reply to it. This will automatically change the ticket’s status to “Open.”

14. I can’t find my ticket. What should I do? 🔍

If you’re unable to locate your ticket, ensure you’re on the correct filter setting (e.g., Open, Answered, Closed). Use the search bar to search by ticket ID or other keywords related to your query.

15. What happens if I don’t receive a response to my ticket? ⏳

If you haven’t received a response within a reasonable time, you can reply to the ticket to follow up. If the ticket remains unanswered for an extended period, you may consider re-opening it or creating a new ticket for assistance.