How do I submit a new ticket using the form?
Posted by The Team at Mindmatrix on 06 March 2018 08:31 PM
Users without accounts at the ticket desk will not be able to submit tickets. If any employees in your organization need to setup a ticket account, please direct them to https://helpdesk.mindmatrix.net.
You can now submit the ticket within our new support desk.
Please click on the "Submit a Ticket" tab within your portal and use the form to provide all the detail regarding your questions or issues and hit on the submit button to create a support ticket for our team.
Contact Name - Enter your name so we understand who is submitting the problem.
Important: If you are unsure of what category to select, simply choose Support. Our team will route any tickets for you based on the information available to avoid delays.
Department - There are several departments available to you as part of the submission process:
- Support
- We recommend this department to ensure any questions or challenges you are experiencing with the software are addressed as soon as possible. Choose this category if you are unsure, our team will take care of routing for you!
- Client Services
- If you have a task you need assistance with, such as importing a list or an email template that needs to be created, you can select this category.
- Specialist Team
- If you have a specific task that you would like to discuss with your customer success representative, select this department.
- Billing
- Do you have a contract or invoice concern? Select the billing department
- Concierge Services
- If you are a concierge service member you can make requests here
- Enterprise
- If you have a unique question related to your enterprise solution, you can submit a ticket to this queue
Classifications - Are you submitting a question or experiencing an issue? Select the best answer.
Module - Is there an area of the product that concerns you?
Priority - Is your ticket a low, medium, high, urgent or critical issue?
This will help our team to identify when to evaluate your ticket against the SLA. Critical issues are the most severe category.
Subject/Description - Describe your concern
Recurrence - You can select an option here or leave this field blank. Based on your concern, our team will assist you.
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