FAQ

General Questions

How do I create a new ticket?

To create a new ticket, follow these steps:

1. Navigate to the Ticket Dashboard: Log in to your Utho account and select “Tickets” from the dashboard menu.
2. Open Ticket Form: Click on the Open Ticket button.
3. Fill Out Ticket Details: Choose the department (Support, Account, Sales), select the priority (Urgent, Medium, Low), enter the subject, and describe your issue in the message field.
4. Submit Ticket: Click Open New Ticket to submit your request.

Can I view closed tickets?

Yes, you can view all tickets including closed ones in the tickets table on the Ticket Dashboard. Use the filters or sorting options to find specific tickets.

How do I check the status of my ticket?

To check the status of your ticket:

1. Go to the Ticket Dashboard.
2. Locate your ticket in the tickets table.
3. The “Status” column will indicate whether your ticket is Open, Answered, or Closed.

How can I update my ticket?

To update your ticket:

1. Click on the ticket ID or subject in the tickets table to view the ticket details.
2. You can add comments or updates in the ticket details view.
3. Click Update Ticket or Submit to save your changes.

What should I do if my ticket is not resolved?

If your ticket remains unresolved:

1. Follow up on the ticket by adding comments or updates to provide additional information.
2. Contact Utho support for further assistance if needed.

Technical Questions

What are the supported file formats for attachments?

You can attach files in formats such as PDF, JPG, PNG, and DOCX. Ensure your files do not exceed the maximum size limit specified.

How do I change the priority of a ticket?

To change the priority of a ticket:

1. Go to the Ticket Dashboard and locate your ticket in the tickets table.
2. Click on the ticket ID or subject to view the ticket details.
3. Select a new priority level (Urgent, Medium, Low) from the options provided.
4. Save your changes by clicking Update Ticket or Submit .

What happens if I encounter a “Network Error” while submitting a ticket?

If you encounter a “Network Error” while submitting a ticket:

1. Verify your internet connection is stable.
2. Refresh the page and try submitting the ticket again.
3. Contact Utho support if the issue persists.

How can I track the progress of my ticket?

You can track the progress of your ticket by:

1. Checking the ticket status in the Ticket Dashboard.
2. Reviewing any updates or responses from the support team in the ticket details view.

How can I reach customer support?

For assistance with any issues or questions, you can reach Utho’s customer support team via:

• Email: [email protected]
• Phone: +91 (120) 484-0000, 1800-103-3422 (Toll Free India)
• Live Chat: Available on the Utho website.