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Create Tickets in My Customer Panel with Batoi

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Tickets can be raised in order to alert us to an issue or a problem that you wish the support team to address. This article will walk you through the steps to how to create support tickets using the Customer Panel with Batoi.

Why to Create a Support Ticket?

Support ticket allows you to report problems or ask for help/action on certain issues to experience seamless services.

  • It is a system of records which helps you in keeping track of your issue from your customer panel at any given time. As details and responses related to the issue are recorded in the ticket system, you do not need to repeat your problem or re-explain it again and again to different customer support personnel- a common problem when you miss a conversation over phone.
  • Request is automatically moved to the relevant department which ensures speedy resolution of the issues.
  • Ticket system is easy to access as you can raise ticket directly from within your customer panel anytime as per your convenience.
  • Since it is a written and registered complaint so you are always well informed throughout the process.
  • It gives visibility and clarity to your issue as you can include screenshots or multiple attachments with ticket to provide a more apparent description of the issue.

Who Can Create/View the Support Tickets?

  • Customers registered with Batoi can create/view the tickets using their registered email ID.
  • Subusers of the registered customers can create/view tickets using their registered subuser email ID. They can create/view tickets based on the access rights provided to them by the customer.

View Tickets

To view tickets, follow the steps as mentioned below:

  1. Enter the following address in your web browser https://www.batoi.com/login/
  2. Upon doing so you will immediately be taken to the secure Batoi login page as shown below.
  3. Figure One

  4. In the "Batoi Username (Email)" and "Batoi Password" fields, please enter your given credentials. Then click the "Login" button as shown above.
  5. After your entered credentials have been successfully authenticated, you can successfully login to your account and will land on the Home Page of your Customer Panel as shown below.
  6. Figure Two

  7. Click on the "Tickets" on the right side menu as shown above. Alternatively you can click on the "Tickets" menu from the "My Batoi" dropdown menu on the top.
  8. Clicking on this menu allows you to view the tickets created by you or the subusers created under your account. The Ticket list page provides a graphical display of the ticket type (tech or billing), date on which the ticket was raised, the ticket ID (Unique identifier assigned to ticket that can be used by you to get ticket update), and the ticket status as shown below.
  9. Figure Three

  10. Each ticket has a status indication. The available statuses are:
    • In Progress: This is the default status set upon creation.
    • Waiting for Response: After a response has been supplied by Batoi Support - either requesting for more information or containing a possible solution - the status will be set to "Waiting for Response" - this means it is your turn to get involved again.
    • Closed: After the purpose of a ticket raised by you is met, the status will be set to "Closed".

Create a Ticket

To create a ticket, follow the steps as mentioned below:

  1. Click on the "+Ticket" button at the top of the Tickets list.
  2. In the page that appears, enter the required information and click the "Submit" button as shown below.
  3. Figure Four

    Field Explanation
    a. Subject: The ticket subject.
    b. Ticket Type: Describes the nature of your request. The available values are: Technical and Billing.
    c. Description: A description of your issue/request. The more information you can provide us with, the better we can help you.
  4. Below the description section, a file upload button appears. You can attach and send documents/files related to the ticket as shown above.
  5. To upload an attachment, simply click on the "Browse" button and in the dialog that appears, select the file you wish to upload. Once the document/file is uploaded click on the "Submit" button to submit your ticket.
  6. Once you do so, a new support ticket is generated with a unique "Ticket ID" (useful for future communications regarding the issue).

What Happens Next?

The ticket then automatically moves to the relevant department and we shall respond to it. If we need more information or if we submit a reply to your query, you will automatically receive an email notifying you about the ticket update. When your query has been resolved, you can close the ticket, but you can still access it from the Customer Portal.

Updated on Aug 31, 2016

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