Utho Cloud Tickets Quick Start Guide

What are Tickets?

Tickets are a feature in the Utho Cloud Platform that allow users to raise issues, queries, or requests to specific departments such as support, billing, or sales. By creating a ticket, users can receive prompt assistance from the appropriate team to resolve any challenges related to their services.

Purpose of Tickets

The ticketing system is designed to streamline communication between users and Utho Cloud’s support, billing, or sales teams. It ensures that all issues are tracked, prioritized, and resolved efficiently, providing an organized way to manage user requests and inquiries.

Key Features of Utho Cloud Ticketing System

• Raise & Manage Tickets : Easily create and track issues through a user-friendly interface.
• Department Selection : Direct your queries to the appropriate department (Support, Billing, or Sales).
• Priority Options : Define the urgency of your issue (Medium, Urgent, Low).
• Ticket Status Updates : Track ticket progress with statuses like Open, Answered, or Closed.
• Reply Management : Interact with the support team through a built-in conversation thread.
• File Attachments : Attach documents to your replies to provide more context.
• Reopen Tickets : Reopen closed tickets if further assistance is required.
• Email Notifications : Get notified when your ticket is updated or closed.

Use Cases

• Support Queries : Report issues related to cloud services or other technical concerns.
• Billing Inquiries : Address questions regarding invoices, payments, or account details.
• Sales Assistance : Contact the sales team for information or assistance with cloud services.
• Ticket Tracking : Keep track of all ongoing and resolved tickets.

How to Use the Ticketing System

1. How to Open a Ticket

• Login to the Utho Cloud Platform.
• Navigate to the Tickets Listing Page and click the Open New Ticket button.
• Select the appropriate Department (Support, Billing, or Sales) and specify the Priority (Medium, Urgent, Low).
• Enter the Subject and provide a detailed Message about your issue.
• Click Open New Ticket to submit.

2. How to View All Tickets

• After logging in, go to the Ticket Listing Page .
• View your tickets in the listing table, which includes details such as Ticket ID , Subject , Department , Status , and Creation Date .

3. How to View Opened Tickets

• On the Ticket Listing Page , click the Opened Tickets card at the top.
• This filters and displays only the tickets with the Open status.

4. How to View Answered Tickets

• On the Ticket Listing Page , click the Answered Tickets card at the top.
• This shows tickets that have been responded to by the assigned team.

5. How to View Closed Tickets

• On the Ticket Listing Page , click the Closed Tickets card at the top.
• This displays tickets that have been marked as Closed .

6. How to Close a Ticket

• Navigate to the Ticket Manage Page .
• Click the Set to Close button in the top-right corner.
• Confirm the closure in the popup. The ticket will be temporarily closed, and you can reopen it later if needed.

7. How to Reply on a Ticket

• Go to the Manage Page of the ticket you want to reply to.
• Enter your reply in the text editor and click Add Reply .
• Verify the reply by scrolling down and seeing the updated conversation.

8. How to Reopen a Ticket

• In the Ticket Manage Page , enter a new reply in the text editor.
• Click Add Reply to automatically reopen the ticket.
• The status of the ticket will change, and the button will update from Back to Tickets to Set to Close .

9. How to Upload Files in Ticket Reply

• In the Manage Page , click the Upload Document button below the reply text editor.
• Select the file to upload, which will appear below the editor.
• After adding your reply, click Add Reply to send the message along with the document to the support team.