Ticket Creation:
Please follow this guide to avoid "black-holing" customer tickets in the Zendesk system.
- If tickets are assigned in a particular way, they are not visible to the support team in the working ticket queues.
The preferred method of ticket creation is via Command Center https://app.marketspark.com/
1. Navigate to the location and select the "Support" option on the left hand side menu:
Note: You can open a ticket from any point in the system ( including just after selecting an Organization ) but it helps to select a location so equipment and line data is included for a specific site.
2. Select "Create," within the Support Ticket tile and the Support Ticket window will populate:
3. Fill in all relevant information and be sure to use Customer Contact Email for the "Site Email" field.
- This will ensure the requester on the ticket is set properly.
Ex.
4. Verify all information is correct and select "Submit."
This will generate a ticket in our ticketing system and the customer in the "Site email" will receive a notification with the ticket information.
If you cannot access https://app.marketspark.com/, you can still email support@marketspark.com
- Please note that this will assign the ticket to yourself, so it will fall into a "black hole" as mentioned at the beginning of this article, as the support team will not see it in the New Ticket queue.
- In this case send a message to #support_escalation Slack channel to ensure the ticket is assigned properly. Please avoid this when possible as it creates additional hops and slows down our ticket process.