Introduction
Active Customers who are using your Services, will be able to login to their personalized "My Page" on the Marketplace and submit a new Ticket to inform your Customer Support team of any problems or outages in Services they may be experiencing. This guide will provide a step by step look at how a Customer could submit a new Ticket through the your Marketplace.
This is a feature that can be enabled or disabled within your Marketplace. Please contact support for further information.
Solution Overview
Once a Customer is logged into their Marketplace username, they will navigate to the upper right-hand corner of the screen where they can click on their name and then select the "My Page" option in the dropdown.
Upon reaching their My Page, your Customers will see a variety of important information, such as the Services they are currently paying for as well as changing their password or accessing billing information. A Customer looking to submit a new ticket will have the ability to do so by navigating over to the Support menu.
Tip: The Troubleshooting instructions could be edited by the Operator changing the translation COSPublic.Translation.Personal.Ticket.Troubleshoot.
Customers be able to select which of the active Services this problem relates to, or if it's not related to any active service (this option can be turned off with the setting Allow end user to create ticket without order). Once that information has been filled out, they will click the send button to create the new Ticket.
- Tickets with no connected service will be sent to the Operator
- Tickets connected to a service/order will be sent to the Service Provider
Upon submitting the Ticket the Customer will receive a confirmation message informing them the Ticket has been sent. They can also use this page to track the status of the Ticket as your organization works to fix the problem they are having. Customers can add more information to Open Tickets.