> For the complete documentation index, see [llms.txt](https://docs.eseye.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.eseye.com/infinity/account-and-support/how-to-manage-infinity-support-tickets.md).

# 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.

  ![](https://3553167287-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXGhN6gzyULR0TDJArp4a%2Fuploads%2FpjUJHUEUeAcSWuZYBWz1%2FInfinity_SupportTicketsPage.png?alt=media)

## 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       | <p>Support assigns the following statuses to the ticket:</p><ul><li><strong>New:</strong> An initial response email sent as acknowledgement to the customer.</li><li><strong>Open:</strong> Support are currently working on the ticket.</li><li><strong>Pending:</strong> Waiting for a response from the customer.</li><li><strong>On-Hold:</strong> Waiting for an action from a third party or internal team.</li><li><strong>Solved:</strong> Resolved by the customer support team with no further action required.</li><li><strong>Closed:</strong> Solved tickets are <strong>Closed</strong> after 7 days. To open a closed ticket, a follow-up ticket is created by the Support.</li></ul>                                                                                                                                                              |
| Priority     | <p>Support triages the ticket based on the following priorities:</p><ul><li><strong>Low/ P4:</strong> Less impact on business, or informational request.</li><li><p><strong>Normal/ P3:</strong> Minor impact to service affecting a small proportion of your estate, while other functions can operate normally.</p><blockquote><p>By default, Normal is assigned to the new ticket.</p></blockquote></li><li><strong>High/ P2:</strong> Major impact to service affecting a large proportion of your estate, but not a complete outage.</li><li><p><strong>Critical/ P1:</strong> Severe impact affecting your entire estate, for example. a complete outage of service or a single critical system down.</p><blockquote><p>To escalate tickets categorised as P1/P2 incident, phone <a href="mailto:support@eseye.com">Support</a>.</p></blockquote></li></ul> |
| 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

     <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>By default, the <strong>Status</strong> value is <strong>Open</strong>. See <a href="#viewing-tickets">Viewing tickets</a> for status definitions.</p></div>
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.

   ![](https://3553167287-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXGhN6gzyULR0TDJArp4a%2Fuploads%2Fy9jETgYBFXFINgUs0WyH%2FInfinity_CreateATicketDialog.png?alt=media)
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

  <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Depending on their role and permissions, some customers can close their tickets.</p></div>
* Return to the **Support tickets** page

![](https://3553167287-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXGhN6gzyULR0TDJArp4a%2Fuploads%2FZqHu4eBUmCrmNhVXMWTs%2FInfinity_SupportTicketsDetailsPage.png?alt=media)

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.

   ![](https://3553167287-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXGhN6gzyULR0TDJArp4a%2Fuploads%2FBHJKHEcCnpkyY83pOSv9%2FInfinity_AddComment.png?alt=media)
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** .

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Attachments help Support replicate the issue and resolve it faster.</p></div>
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**.

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>If Support updates your ticket status, you receive an email notification.</p></div>


---

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