How to manage Infinity Support tickets

You can log Support tickets for several reasons, primarily to report technical issues, track issues, seek help, or request services.

To access Tickets:

• Using Infinity, on the left menu, select Tickets to display the Support Tickets page.

  All Open tickets for the current user are listed.

  

Viewing tickets

The Support Tickets list contains the following fields:

Field	Description
Ticket no.	The Zendesk ticket number. Select to display the Support ticket details for your ticket.
Date created	The ticket start date.
Title	Brief summary of the issue.
Status	Support assigns the following statuses to the ticket: New: An initial response email sent as acknowledgement to the customer. Open: Support are currently working on the ticket. Pending: Waiting for a response from the customer. On-Hold: Waiting for an action from a third party or internal team. Solved: Resolved by the customer support team with no further action required. Closed: Solved tickets are Closed after 7 days. To open a closed ticket, a follow-up ticket is created by the Support.
Priority	Support triages the ticket based on the following priorities: Low/ P4: Less impact on business, or informational request. Normal/ P3: Minor impact to service affecting a small proportion of your estate, while other functions can operate normally. By default, Normal is assigned to the new ticket. High/ P2: Major impact to service affecting a large proportion of your estate, but not a complete outage. Critical/ P1: Severe impact affecting your entire estate, for example. a complete outage of service or a single critical system down. To escalate tickets categorised as P1/P2 incident, phone Support.
Raised by	The Infinity user that created the ticket.

Filtering the displayed tickets

To display tickets raised within a specified time period:

1. On the Support Tickets page, use any of the following filters to constrain the available list and find a specific ticket:

   • Start Date – date when the tickets were first raised (initial search range date)
   • End Date – date before which, the tickets were first raised (final search range date)
   • Status – the current ticket status

     By default, the Status value is Open. See Viewing tickets for status definitions.
2. Select Filter to display all tickets matching the specified parameters.
3. Select Reset to clear the values and display only Open tickets.

Refreshing the list of tickets

To refresh the tickets list:

• On the Support Tickets page, select Actions > Refresh the Tickets.

Creating a ticket

To raise a ticket:

1. On the left menu, select Tickets.
2. On the Support Tickets page, select Actions > Create a ticket to display the Create a Ticket dialog.

   
3. Specify a Title and a detailed Message explaining the issue.
4. Select Ticket Type as:

   • Incident – If there is an outage or network issue
   • Problem – If there is an issue with the SIM or device
   • Question – If you have any doubt or query that requires clarification
   • Task – If you are unable to perform any procedure using the available menus
5. Select Save to log the issue as a ticket.

Updating tickets

Use the Support Ticket Details page to:

• Add comments and attach files to the raised ticket.
• View Support updates.
• Close the ticket

  Depending on their role and permissions, some customers can close their tickets.
• Return to the Support tickets page

To update an open ticket:

1. On the left menu, select Tickets to list all the tickets raised that match the filter parameters.
2. In the ticket list, select the ticket number to display its details.
3. To update the ticket, select Add Comment to display the Add Comment dialog.

   
4. In the New Comment text box, describe the update.
5. To attach files or screenshots as additional information , select BROWSE to navigate to the file location, select it and select Add .

   Attachments help Support replicate the issue and resolve it faster.
6. Below Updates, you can view a list of additional comments about the support ticket. Each update includes the:

   • Updates creation date and time
   • Email address of the user that added the update
   • Updates description text
   • Attachment(if any) in .png or .jpeg formats
7. If you are satisfied with the resolution, select Close Ticket.

   If Support updates your ticket status, you receive an email notification.