The Marbed Support Ticket system
Email-based support proved to be an inefficient process.
Often it generates clutter and confusion.
We have decided to solve this shortcoming by introducing a more reliable support request method.
Starting from 1st February 2013, all your support requests will be served by a Ticket system.
The ticket number will be traceability code for the support log. However you choose to ask for help - whether it’s a request for a quote, an order or, to report an issue with your existing service - the result is a Ticket.
One more advantage for you!
If you work in a Team, an additional advantage offered by the Support Portal is that ticket access can be limited to the requester only or it can be shared with your internal Colleagues.
It helps to improve the communication efficiency and reduce duplication of information.
To preserve your privacy and personal data, You must be signed in to submit and track your support requests.
Topics covered in this section:
- Submitting a support request
- Tracking your support requests
- Tracking your organization's requests
- Marking a request as solved
- Creating a follow-up to a solved request
Submitting a support request
- Click Submit a request at the top of the page.
- Enter a subject and description of the problem.
As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request. - Add any attachments.
The file size limits are 5 MB. - Click Submit.
Tracking your support requests
You can use the Help Center to track your support requests.
- Click your profile icon on the upper-right side of any page, and then click My activities.
By default, all open requests are displayed, but pending requests are not. An open request is a ticket that's been assigned to an agent who is working to resolve it. A pending request is a ticket that's been assigned to an agent, but the agent is waiting for more information before resolving the ticket.
- To see details about a request, click the request title.
- To see a filtered view of all requests, including pending requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
Tracking your organization's support requests
If your agent setup you as a member of one organizations you may also track your organization's support requests
- Click your profile icon on the upper-right side of any page, and then click My activities.
- Click the Organization Requests link on the My Activities page to see all the requests in your organizations.
The link appears only if you're a member of an organization.
- To see details about a request, click the request title.
You can add comments to a request if an administrator has set it up.
Marking a request as solved
You can withdraw a request by marking it as solved. You can also reopen a solved request by creating a follow-up ticket.
Note: The request must be assigned to an agent before you can mark it as solved.
To mark a request as solved
- Click your profile icon on the upper-right side of any page, and then click My activities.
- Click the title of an open request to open it.
- Select the option on the lower side of the request to mark it as solved.
- Enter any comment you want in the reply and click Add Reply.
Creating a follow-up to a solved request
- Click your profile icon on the upper-right side of any page, and then click My activities.
- Click All my requests in the sidebar.
- Click the title of a solved request to open it.
Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
- Click the link on the lower side of the request to create a follow-up request.
- Complete the follow-up request and click Submit.
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