{"id":3556,"date":"2021-07-05T15:34:36","date_gmt":"2021-07-05T14:34:36","guid":{"rendered":"http:\/\/getglow.io\/?post_type=wiki&p=3556"},"modified":"2025-02-17T15:24:27","modified_gmt":"2025-02-17T15:24:27","slug":"raising-a-support-ticket-to-a-client","status":"publish","type":"wiki","link":"https:\/\/getglow.io\/wiki\/raising-a-support-ticket-to-a-client\/","title":{"rendered":"Raising a support ticket to a client"},"content":{"rendered":"\n

Step 1<\/h2>\n\n\n\n

Login to your account and click on Support Tickets<\/code> from the main left hand menu.<\/p>\n\n\n\n

Step 2<\/h2>\n\n\n\n

The Support Tickets<\/code> screen will load the All tickets<\/code> tab from the inner menu by default. Click on Raise ticket<\/code>.<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Step 3<\/h2>\n\n\n\n

On the next screen, begin by selecting the client from the dropdown menu at the top. This is the client who you will be sending your message to.<\/p>\n\n\n\n

\"glow<\/figure>\n\n\n\n

Step 4<\/h2>\n\n\n\n

If you want to notify your client about this ticket, make sure to tick the checkbox labelled: I want to notify my client about this ticket<\/code>.<\/p>\n\n\n\n

Note:<\/strong> If you haven’t yet added a client team member<\/a> for the client you’ve chosen, you’ll be instructed to do so first, before you can notify them.<\/p>\n\n\n\n

If you don’t want to notify your client, simply leave the checkbox unticked.<\/p>\n\n\n\n

Step 5<\/h2>\n\n\n\n

Now select the website that this ticket is in relation to. Depending on the client, there may be multiple websites to choose from in the dropdown menu.<\/p>\n\n\n\n

Step 6<\/h2>\n\n\n\n

Now write a Subject<\/code> for this ticket.<\/p>\n\n\n\n

Step 7<\/h2>\n\n\n\n

Below, you’ll see a text box where you’re able to write the message to your client.<\/p>\n\n\n\n

If you need to attach a file, click on the box beneath the text box where it says: Attach files here<\/code>.<\/p>\n\n\n\n

This will open a window from where you can select one or more files to attach to the ticket.<\/p>\n\n\n\n

Note:<\/strong> There is a 5mb limit on file attachments.<\/p>\n\n\n\n

Step 8<\/h2>\n\n\n\n

Finally, set the priority level<\/code> of the ticket using the dropdown menu.<\/p>\n\n\n\n

Step 9<\/h2>\n\n\n\n

Click the Create<\/code> button.<\/p>\n\n\n\n

Once the ticket has been created, you’ll see a success message<\/code> on screen.<\/p>\n\n\n\n

If you chose to notify your client, they’ll receive an email notification, informing them that you\u2019ve sent a message. They’ll be able to open the link in the message and reply.<\/p>\n","protected":false},"excerpt":{"rendered":"

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