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Note

Release note - AMP 2.50 (March 2, 2019)

Armor's support ticket platform The Armor Ticketing System has been updated to provide a variety of support-related enhancements. With the new 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 migrated upgraded to the new 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.

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Overview

You can use this document to learn how to: 

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  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 Closed 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 of associated with the archived ticket.
DateThis column displays the date the archived ticket was added to 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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Overview on organizations
Overview on organizations
Learn about organizations 

In the ticketing systemArmor 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):

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Create a support ticket
Create a support ticket
Create a support ticket

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  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
      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.
  4. Locate and select the desired ticket.

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  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. 

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Add or remove yourself from a support ticket  - Training video

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

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

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urlhttps://www.youtube.com/watch?v=yK2nuGb9Pdk&feature=youtu.be

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Export ticket data
Export ticket data
Export 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). 

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Troubleshooting
Troubleshooting
Troubleshoot Tickets screen

If you do not see any tickets in the Tickets 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, see see Roles and Permissions.

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Chat with Armor
Chat with Armor
Chat with Armor

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Call Armor
Call Armor
Call Armor

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