To update or follow up on an existing ticket, click the ticket you are looking to update. Scroll down to the bottom of the ticket conversation and use the comment box to type your response before clicking submit. This will change the status of the ticket to "waiting on agent."
You may see two different Submit options when updating a ticket:
“Mark as solved & Submit” should be used when there is no followed up needed from Xtend.
“Submit” should be used when submitting or updating a ticket with a response that requires follow up from Xtend.
To update or follow up on a closed ticket, click into the closed ticket and select "create a follow-up" beneath the closed ticket conversation. Once clicked, you will notice the closed ticket number being referenced in the new ticket request form.
If you email us regarding a closed ticket, the system will automatically open a follow-up ticket on your behalf.
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