E2E CloudFind your tickets
See every support ticket you can access in one list, then open one to read its conversation and details.
Before you begin
Section titled “Before you begin”Open a TIR project. Support is in its side menu.
Open the ticket list
Section titled “Open the ticket list”- In the side menu, select Support. The Support Tickets list opens.
- Select the refresh control to reload the list.
- Select a ticket row to open the ticket.
| Column | What it shows |
|---|---|
| Ticket | The ticket number and subject. A Priority chip marks a priority ticket. |
| Category | Cloud, Billing, or Sales. |
| Severity | High, Medium, or Low. |
| Status | The current ticket status. |
| Department | The support team the ticket goes to. |
| Created At | The date the ticket was created. |
Service Status opens E2E’s status page, and Create Ticket starts a new ticket.
Read a ticket’s details
Section titled “Read a ticket’s details”The ticket page is headed with the ticket number and subject. Conversation is on one side and the ticket information on the other:
| Item | What it shows |
|---|---|
| Ticket Number | The ticket’s number. |
| Creator | The person who raised the ticket. |
| CRN | Your account’s CRN. |
| Resource | The resources chosen when the ticket was created. |
| Queue | The support team the ticket is in. |
| CC Emails | The people copied on the ticket. |
| Severity | The ticket’s severity. |
| Status | The ticket’s status. |
| Created | When the ticket was created, in IST. |
| Last Updated | When the ticket last changed, in IST. |
An empty value shows as --.
Conversation lists messages from newest to oldest, grouped by day. Each message shows its author, whether the author is Agent or Customer, its time, and any attachments you can download. A long message ends with View More. Select it to read the whole message, and View Less to fold it. The feedback you enter when you close a ticket shows as Ticket Closure Feedback.
To answer the support team, see Reply to a ticket.