Tracking your support tickets
You can use the Aptem Help Centre to track your support tickets and see the current status:
- Click your profile icon on the top right hand side of any Help Centre page, and then click My Tickets.
You will navigate to the My Tickets page which displays all tickets that you have submitted. - To filter your tickets by status, select a ticket status from the Status menu. Tickets are categorised as follows:
- Open - a ticket that has been assigned to a Support Consultant who is working to resolve the query or issue raised.
- Awaiting your reply - a ticket that has been assigned to a Support Consultant, but the Support Consultant is waiting for more information from you before taking any further action.
- Solved - a completed ticket, where the query or issue raised has been resolved.
- To search your tickets, enter a search term in the Search Tickets box.
- To see details about a particular ticket, click the ticket title.
Updating an existing support ticket
If you wish to update an existing support ticket, you can do so by adding a comment. You can also add CCs to an existing support ticket if you want other colleagues to be able to see the ticket in their Aptem Help Centre.
Note that you cannot update a closed support ticket.
- Click your profile icon on the top right hand side of any Help Centre page, and then click My Tickets.
You will navigate to the My Tickets page which displays all tickets that you have submitted. - Click the link for the ticket you wish to update.
- Add a comment to update the ticket.
- You can add an email address to copy a user on the ticket, if applicable.
- Click Submit.
Your ticket will be updated and your Aptem Support Consultant will review the comments that have been added and action as appropriate.
Marking a support ticket as solved
You can withdraw a support ticket or indicate that the matter is resolved by marking the ticket as Solved.
To mark a ticket as Solved:
- Click your profile icon on the top right hand side of any Help Centre page, and then click My Tickets.
You will navigate to the My Tickets page which displays all tickets that you have submitted. - Click the title of an open ticket to view it.
- Start writing your comments in the Add to conversation box.
- Finish any comments you want in the reply and click Mark as solved & Submit.
Creating a follow-up to a solved ticket
Support tickets that are marked as solved remain in that status for 3 business days before being closed. Within 3 business days of a ticket being set to Solved, you can reopen a solved ticket simply by adding a comment to the ticket. If you wish to add a comment to a solved ticket and it is more than 3 business days since the ticket was set to Solved, you will need to create a new follow-up ticket.
To create a follow-up to a solved ticket:
- Click your profile icon on the top right-hand side of any Help Centre page, and then click My Tickets.
You will navigate to the My Tickets page which displays all tickets that you have submitted. - Click the title of a solved ticket to view the ticket details.
- Click the link at the bottom of the ticket to create a follow-up ticket.
- Complete the follow-up ticket and click Submit.