End User Ticketing enables your customer to raise a problem remotely from the PCSM Agent browser without the need to login to the platform.
Tickets raised will appear in the PCSM administrator’s session and an email will be sent to each PCSM Account Admin user.
How can the End User raise a ticket?
- Open the Agent Browser by double clicking the PCSM taskbar icon.
- Select the Tickets tab and click Open a New Ticket.
From this point the user will be able to state his problem and any details he may have to assist in a successful resolution.
- Once the subject and message field (if applicable) is completed, click the OK button to log the ticket.
Users will then be shown a summary of tickets raised.
Responding to the ticket
Once the ticket has been raised, a notification email will be sent to the Account Admins of the account.
To access the tickets, the administrator should select the System tab, click the Support tab and a list of tickets will be shown.
If the status, severity or assignee needs to be changed or a comment added, left click on the case number written in blue. This will bring up another window where these details can be changed.
From here, select Change. This will bring up some options to change the details of the case.
Note: The Save button will need to be selected on the Status, Severity, Assigned to in order to update the case and then select Submit.