Customer Knowledge Base
Customer Knowledge Base
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Ticket System: How to address tickets to censhare, partners and customers

In the support portal, some actions are limited by how Jira Service Management is designed:

  • Tickets cannot be assigned to customer/partner users. They can only be assigned to support agents by our support team.

  • Customer/partner also cannot directly change the workflow status of a ticket (for example, you can’t set it yourself to “In Progress” or “New”).

To still give you control over your request, we provide simple actions (transitions) in the portal, such as “To 2nd Level Provider”, “To Customer”, or similar options.
When you perform these actions, the ticket status is updated in the background by the system, emails are send to the selected party and our support team is notified if needed.


Here an explanation, how portal users address issue to several parties.

Adresse/assign a ticket back to Censhare:

Simply add a comment:

to censhare.png

Results:

  • The comment will be added to the ticket.

  • If the status of the issue was “On Customer“ or “On Partner“, it will change to “New“.

  • It will appear in the Censhare support inbound queue.


Adresse/assign a ticket to the Customer:

Use transition “To Customer“:

to customer.png

add a comment and send “To Customer“:

comment to customer .png

Results:

  • The comment will be added to the ticket.

  • Ticket status will change to “On Customer“.

  • An e-mail will be sent to the customers support group members.


Adresse/assign a ticket to a Partner:
For each involved partner, you will find a transition.
Typically a partner can be:

  • 2nd Level Provider → The partner that does 2nd level application support

  • IT Provider → The partner that operates and supports the Censhare cloud and server environment

  • Web-IT Provider → The partner that operates and supports the Online Solutions environment

  • OS/HCMS Support Provider → The partner that support the Online Solutions on an application level

  • Additional Support Provider → The partner that is additionally involved in the support process. Can be the implementation partner, if the SLA is not signed with him.

Only transitions for involved partners are available. Select the according transition (here “To Web-IT Provider“):

to web it provider.png

add a comment and send “To Web-IT Provider“:

comment to partner.png

Results:

  • The comment will be added to the ticket.

  • Ticket status will change to “On Partner“.

  • An e-mail will be sent to the partners support group members.