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Version: v7

Support & Ticketing

How can you reach us?

Haltdos Support is here to help you configure and manage security for your business 24x7. We are available via email, phone, ticket, and chat. In case of any issue, feel free to reach out to us.

Haltdos Cloud has a built-in ticketing system. Please follow the steps below to raise a ticket to Haltdos Support Team.

To create a Ticket

1) Click on the User drop-down menu on the top right corner.

2) Click on Support.

In the support section, the user can create a ticket in which they need to mention the tag, title, and description.

The Tag field has the following options:

  • Bug: If the user found some bug then they can use this tag.

  • Installation: If the user has a problem regarding installation or setup then they can use this tag.

  • Feature Request: If the user wants a new feature or suggests some feature then they can use this tag.

  • Help Wanted: If the user wants help regarding services then they can use this tag.

  • Question: If the user has any questions or queries regarding services then they can use this tag.

In the Title field, the user can provide the heading of the ticket.

In the Description field, the user can describe the ticket information.

View tickets

If a user wants to see the details of the ticket then the user should click on the ticket title. After click on the ticket title following details should be displayed:

  • Title
  • Status
  • Created By
  • Last Updated By
  • Tags
  • Last Updated Time
  • Description
  • Response Message
  • Update Ticket Button
  • Add Response Button

Updating tickets

Users can update the ticket. When the user updates the ticket then the mail regarding ticket update is sent to the user mail id. On the Update Ticket page user can see the following details:

  • Tags
  • Title
  • Status
  • Description

All fields are editable except the Status field. When the support team makes any response on the tickets then notification mail is sent to the user. When a ticket problem or query gets resolved then the support team can close the ticket and the mail regarding this action is also sent to the user.

Re-opening tickets

If the solution provided by the support team does not resolve the problem, then the user can re-open the ticket.

Add Response

Users can send messages on the tickets using this option. The Support team can then respond back on the same ticket.

info

Closed tickets are also visible to the users on the support module.