Once you post a ticket to your website and members begin to submit requests, you need to review these submissions and approve or reject them, or request modifications to meet your organization’s standards.
- Click on the “Forms” tab on the vertical Dashboard menu at the left side of the screen.
- Click on the “Ticketing System” tab.
- In the “Tickets” window that opens, locate your ticket in the list.
- In the “Actions” column, open the three-dots menu and choose “View Results” to open the submissions window for that ticket.
- In the submissions window that opens, three tabs present the pending, approved and rejected tickets. In the “Pending” tab, click on the “View Submission” icon (blue eyeball) to review the member’s request.
- The “REQUEST DETAILS” section at the left of the window shows you the information that the member submitted. If the custom form for your ticket includes one or more file upload areas and the member has attached a document to any of them, the filename appears as a link next to the identifier for that part of the form.
- At the bottom of the “REQUEST DETAILS” area, the “Approve” and “Reject” buttons enable you to finalize the status of a ticket submission. Once you approve or reject it, no one can alter it, but you and the member can continue to exchange comments about it in the “TICKET COMMENTS” area to the right of the “REQUEST DETAILS” area.
- Below the “REQUEST DETAILS” area, the “ATTACHMENTS” area shows the name(s) of any documents that you or the member attach to your comments in the “TICKET COMMENTS” area. Remember that files attached to the request itself show up only in the “REQUEST DETAILS” section.
- In the “TICKET COMMENTS” area at the right, your name and administrative status appear above any comments you add, along with the date of each comment and the message itself.
- To add a comment that only you and other administrators can see, activate the “Admin Only Comment” checkbox below the box in which you write your message. These comments, which show up with a grey background, are marked “This comment is viewable by admin only.” Note that if you click on the “Request More Info” button to send your comment as a change request, the member will see your message even if you activate the “Admin Only Comment” checkbox.
- To request that the member modify the submission, enter your comment message text in the box and click on the “Request More Info” button.
- To send a comment that does not include a request for more information or a modification, click on the “Add Comment” button.
- To include a file attachment with your comment or modification request, click on the “include attachments” link and locate the file you want to add.
- To cancel your comment without posting it, click on the “Cancel” button.
- To return to the submissions list, click on the “back to tickets” link at the top left corner of the window or press the “Esc” key.