|Home > AMP Account User Guides > Support Tickets|
To fully use this screen, you must have the following permissions added to your account:
Release note - AMP 2.50 (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:
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.
You can use this document to learn how to:
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.
This column displays the subject of the archived ticket.
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.|
|Date||This column displays the date the archived ticket was resolved in the archived screen.|
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.
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.
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):
The initial members of the Administrative, Billing, and Technical organizations have been pre-defined in the Armor Management Portal (AMP) to match the users currently assigned to the Admin, Billing, and Technical roles; however, you can add or remove users from these organizations.
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.
You cannot create a new organization.
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.
Filter by Status, Requester, or Request Type.
This column displays the number of the ticket.
This column displays a high level description of the issue.
By default, this column displays Armor Ticketing System.
This column displays the status of the ticket.
|Requester||This column displays the name of the individual who created the ticket.|
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.
As an AMP user, there are three ways to become associated with a ticket:
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.
You can export the data for Archived Tickets and Organizations.
If you do not see any tickets in the Tickets screen, consider that: