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Home > AMP Account User Guides > Support Tickets
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Within the Armor Management Portal (AMP), the Armor Ticketing System (ATS) allows you to easily create and review support tickets, and manage ticket notifications. To learn more about managing ticket notifications, see Organizations.

Info

Review the March 2, 2019 Release Notes and FAQs associated with the launch of the Armor Ticketing System.

Note

To fully use this screen, you must have the following permissions added to your account:

  • Read Ticket(s)
  • Read Ticket Group(s)
  • Write Ticket Group(s)
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Note

Release

note - AMP 2.50

Note (March 2, 2019)

The Armor Ticketing System has been updated to provide a variety of support-related enhancements. With the updated ticketing system, you can expect fewer, yet more meaningful emails, along with faster ticket routing and better ticket categorization.

Additionally, with this release: 

  • Previously closed tickets were officially archived within AMP. 
  • Open or unresolved tickets were upgraded to the updated ticketing platform.
  • Organizations (Admin, Technical, Billing, and Security) have been established in AMP, to help manage ticket notifications. 

Review the following document to learn how to create and review support tickets in this updated ticketing platform.

To view the FAQs associated with this release, see FAQs for Armor's updated ticketing platform.

Overview

You can use this document to learn how to: 

  • Create a support ticket
  • Manage users in an organization
  • View legacy tickets (archived tickets)
    • This section only applies to users who created a support ticket before March 2, 2019.

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  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click Manage Organizations or Organizations. 
  4. Select the desired organization. 
  5. To add a user, enter and select the name of the user.
    • The change will be automatically saved.
  6. To remove a user, hover over the desired user, and then click the trash icon. 

    • The user will no longer receive notifications for future tickets associated with that organization. However, if the individual user already configured to receive notifications for a particular ticket, then the user will still receive notifications for that particular ticket, even if the user has been removed from the organization. 

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Note

This section only applies to users who created a support ticket before March 2, 2019.

If you became an Armor user after March 2, 2019, then you will not see the View Archived Tickets section.

Before the release of AMP 2.50 on March 2, 2019, all existing tickets, including open or closed tickets, were moved to the new ticketing platform.

For any open or unresolved ticket, Armor automatically closed the ticket in the previous ticketing system, placed the ticket in the View Archived Tickets section of the Armor Management Portal (AMP), and then recreated the ticket in the new ticketing system.  

The View Archived Tickets section will only contain tickets from the previous ticketing system. You cannot reopen or edit an archived support ticket; you can simply read an archived ticket, as well as access any attached information.

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click View Archived Tickets or Archived Tickets
  4. Search for your desired ticket, or locate your ticket within the list. 

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This column displays the subject of the archived ticket.

  • Click the subject to view additional details for a particular ticket.

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By default, most archived tickets will display as Resolved.

Some archived tickets will display as Open or Attention until Armor Support can properly close the ticket in the previous ticketing system.

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Note

When viewing additional details for a particular ticket, the comments within the ticket will be color-coded to easily identify if the comment was entered by Armor or a member of your organization.

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In the Armor Ticketing System, an organization allows you to specify when a group of users should be added to a specific support ticket, based on the subject matter of the ticket. For instance, for a billing-related ticket, you can indicate that members of the Billing organization should be notified. When a support ticket is shared with an organization, all users within the organization will receive an initial email notification; however, the individual user can manage their own notification preferences in the particular ticket.   

Note

The Admin role in AMP and the Administrative organization in Tickets are two separate concepts. Admins in AMP do not have access to every ticket, nor do users in the Administrative organization have access to every ticket. As a member of the Administrative organization, you will not receive any additional admin privileges for Tickets; you will simply receive notifications for tickets where the Administrative organization was added.

By default, there are four organizations available in the Armor Management Portal (AMP):

  • Administrative 
  • Billing
  • Security
  • Technical

The initial members of the AdministrativeBilling, and Technical organizations have been pre-defined in the Armor Management Portal (AMP) to match the users currently assigned to the AdminBilling, and Technical roles; however, you can add or remove users from these organizations. 

Note

Since a Security role does not exist in AMP, the default Security organization does not have any pre-defined members. You will need to manually add members to this organization.

Note

You cannot create a new organization.

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Create a support ticket
Create a support ticket
Create

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A Support Ticket


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ESLP:Create a support ticket (snippet)
ESLP:Create a support ticket (snippet)
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View an existing support ticket
View an existing support ticket
View

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An Existing Support Ticket


  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click View Existing Tickets.
    1. A new tab will appear in your web browser.
    2. All of your support tickets that are stored in the new ticketing platform will display. 
    3. Filter by Status, Requester, or Request Type. 

      Info

      Click the Open AMP button provided in the top right corner of the screen, to easily return to your AMP account. A new tab will appear in your web browser.

      ColumnDescription

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    1. Reference

      This column displays the number of the ticket.

      Summary

      This column displays a high level description of the issue.

      Service Desk

      By default, this column displays Armor Ticketing System.

      Status

      This column displays the status of the ticket.

      1. New indicates that the ticket has been created, and is waiting to be reviewed by Armor Support.
      2. Open indicates that the ticket has been reviewed, and is ready to be worked on by Armor Support.
      3. In Progress indicates that the ticket has been assigned, and is being worked on by Armor Support.
      4. Pending Customer indicates that Armor Support is awaiting information or feedback from the customer.
      5. Customer Responded indicates that the customer has provided Armor Support with the requested information by responding within the Comment area of the ticket.
      6. Completed indicates that the issue has been resolved by Armor Support.
      7. Closed indicates that the ticket has officially been closed by Armor Support.
        1. The system will auto-update the ticket to Closed after it has been in Completed status for 7 days.
        2. Once a ticket has moved to Closed status, it cannot be modified or reopened by Armor Support.
      RequesterThis column displays the name of the individual who created the ticket.
  1. Locate and select the desired ticket.
Info

You can also easily review the ticket details and status by clicking the View Request link provided within the email notifications that are generated from the ticketing system. 


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As an AMP user, there are three ways to become associated with a ticket: 

  • As an individual user, you created a ticket.
  • Another individual user shared a ticket with you.
  • As a member of an organization, a ticket was shared with your organization.

As an individual user associated with a ticket, you will automatically receive email notifications for the ticket. This default configuration will allow you to receive an email for every update related to the ticket. 

As a member of an organization, when a support ticket is shared with your organization, you will receive an initial email notification for that ticket; however, to receive future notifications, you must manually subscribe for that particular ticket.

  1. Within the notification email received from the Armor Ticketing System, click View Request.
  2. On the Support Ticket screen, click Get notifications to subscribe to all future notifications for that particular ticket.
    • To unsubscribe from all future notifications for that particular ticket, click Don't notify me.
    • As a member of an organization, this step will not unsubscribe you from future tickets where your organization is added to the ticket. For new tickets, you will always receive an initial ticket notification. 

Add or remove yourself from a support ticket  - Training video

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urlhttps://www.youtube.com/watch?v=3467xkXgfN4

Add or remove another user from a group notification - Training video

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View legacy support tickets
View legacy support tickets
View Legacy Support Tickets


Note

This section only applies to users who created a support ticket before March 2, 2019.

If you became an Armor user after March 2, 2019, then you will not see the View Archived Tickets section.

Before the release of AMP 2.50 on March 2, 2019, all existing tickets, including open or closed tickets, were moved to the new ticketing platform.

For any open or unresolved ticket, Armor automatically closed the ticket in the previous ticketing system, placed the ticket in the View Archived Tickets section of the Armor Management Portal (AMP), and then recreated the ticket in the new ticketing system.  

The View Archived Tickets section will only contain tickets from the previous ticketing system. You cannot reopen or edit an archived support ticket; you can simply read an archived ticket, as well as access any attached information.

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click View Archived Tickets or Archived Tickets
  4. Search for your desired ticket, or locate your ticket within the list. 
ColumnDescription
Subject

This column displays the subject of the archived ticket.

  • Click the subject to view additional details for a particular ticket.

Status

By default, most archived tickets will display as Resolved.

Some archived tickets will display as Open or Attention until Armor Support can properly close the ticket in the previous ticketing system.

Ticket #This column displays the number associated with the archived ticket.
DateThis column displays the date the archived ticket was resolved in the archived screen.
Note

When viewing additional details for a particular ticket, the comments within the ticket will be color-coded to easily identify if the comment was entered by Armor or a member of your organization.


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Export ticket data
Export ticket data
Export

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Ticket Data


You can export the data for Archived Tickets and Organizations.

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Tickets.
  2. Click Organizations or Archived Tickets.
  3. Below the table, click CSV.
    • You have the option to export all the data (All) or only the data that appears on the current screen (Current Set). 



Info

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Troubleshooting
Troubleshooting

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Troubleshooting

If you do not see any tickets in the Tickets screen, consider that:

  • A ticket was never created in this account.
  • You do not have permission to view a ticket.
    • You must have the Read Ticket(s), Read Ticket Group(s), and Write Ticket Group(s) permissions enabled to view and create tickets. Contact your account administrator to enable this permission. To learn how to update your permissions,

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Related Documentation

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