Creating and monitoring a support ticket

Modified on Mon, 23 Oct, 2023 at 1:32 PM

In Rankmi Support, we know that monitoring the status of your requests is important to you. In this article, we will show you how to create a ticket and monitor it.

When we start working on your ticket, you will be notified through an email. Please review the service hours of our center in this article.

Users assigned through the Roles and Permissions section of Administration will be able to access a list of their active requests and their status directly. Additionally, they will be able to send new requests.

In the Support portal, you can:

1. See the status of your tickets

2. Create a new ticket

How can I access my tickets?

In the upper right side of your Home, click the Support icon. Then, select the Support tickets option to access your tickets.

What will I see?

You will see every ticket you have sent and their status. Those are your open, pending, solved and closed tickets.

What does every status mean?

Open: The support team has received your ticket, but we aren't working on it yet.
In Progress: Our team is already working on your request.
Waiting for your response: The request has information pending from your side. It's possible you received an email asking you for it.
Solved: Your request has been solved by one of your analysts and what you asked for is already live in the platform.
Closed: The ticket will be closed automatically as soon as 48 hrs pass from its solving. It's now part of your tickets history.

How can I view the history of my past requests?

By clicking on All tickets you can filter them by solved and closed tickets.

How can I create a new ticket?

1. In the Support portal, under the Tickets tab, click New support ticket.

2. Fill all the required fields. The information you enter will help us to speed up the process of solving your ticket and take it into account when doing so. The more information you give us, the better. You can also submit screenshots or videos if you need so.

3. Click Send and you're ready!

IMPORTANT: If you can't see the Support portal, please contact us at soporte@rankmi.com.