Get help with a ticket
A ticket is a request for help. You tell your IT provider what is wrong, and the ticket keeps the whole conversation in one place until it is fixed. This page shows how to open one, follow it, and reply.
Before you begin
Section titled “Before you begin”- Opening tickets needs Open tickets. You see the tickets you opened or are copied on. Seeing every ticket in your organization needs View all tickets. The IT contact and Owner roles have both.
Open a ticket
Section titled “Open a ticket”- Select Tickets, then New ticket.
- In Summary, write one line, such as
Printer on the 2nd floor will not print. - In Details, say what happened, what you expected, and any error message.
- In Which device?, pick the device, or Not about one device.
- Optionally, choose a Category and, if offered, More exactly. Choose Not sure if none fits.
- In How urgent is it?, choose Normal, High: it is getting in the way, Urgent: someone cannot work, or Critical: the business is stopped.
- Optionally, under Attach files, add up to 10 files, such as a screenshot, up to 20 MB in all.
- Select Send ticket.
You can also start a ticket about one device from its page under Devices, with Get help with this device.
Follow your tickets
Section titled “Follow your tickets”Tickets opens on your open tickets. Choose Open, Finished, or All. If you can see every ticket, choose Mine or Everyone’s. To find one, search by its ticket number.
| Status | Meaning |
|---|---|
| Being worked on | Your IT provider has it. |
| Waiting on you | Your IT provider asked you something. Reply to keep it moving. |
| On hold | Paused for now, usually while something is ordered or scheduled. |
| Resolved | Fixed. If it is not, reply and say so. |
| Closed | Finished. Open a new ticket if you need more help. |
Reply to a ticket
Section titled “Reply to a ticket”- Open the ticket. Conversation shows every public message, with any files.
- Type your reply. Optionally, attach up to 10 files, up to 20 MB in all.
- Select Send reply.
Your IT provider is told about your reply. You are not emailed about your own messages.
A closed ticket takes no more replies. Open a new ticket if you still need help.
Next steps
Section titled “Next steps”Content is licensed CC BY 4.0. Code samples are MIT. Outpost and the Outpost mark are trademarks of Outpost Business Solutions, PBC and are not covered by either license.