Acorn Aid

Knowledge Base > Getting Started Guides > Submitting a ticket

Submitting a ticket

Date Added: 7th Aug 14 18:49:47

Submitting a ticket

A ticket can be generated in multiple ways. Tickets can be generated by the online form, email or the widget.

Submitting a ticket as a customer

  1. Go to your user interface e.g. http://www.yourdomain.com/acornaid/user/
  2. Click Submit Request
  3. Enter the ticket details
  4. Click Add Ticket

A ticket number will be generated and displayed for tracking and updating. If email notifications are enabled an email notification including the ticket details will be sent to the user.

 

Submitting a ticket on behalf of a customer

  1. Log into your admin interface e.g. http://www.yourdomain.com/acornaid/admin/
  2. Click on the Menu icon in the top right hand corner of the screen
  3. Go to Tickets > Add
  4. Enter the ticket details on behalf of the customer
  5. Click Add Ticket

A ticket number will be generated. If email notifications are enabled an email notification including the ticket details will be sent to the user.

 

Submitting a ticket by email

For emails to be turned into tickets, one or more email accounts need to be setup in Inbound Emails. For help on Inbound Emails see Submit and update tickets by email. 

  1. Open a new email message in your email client
  2. Enter your support email address e.g. support@yourdomain.com
  3. Enter a subject and message
  4. Send Email!

If email notifications are enabled an email notification including the ticket details will returned to the sender.

 

Submitting a ticket via the widget

The widget plugin can be placed on any page within your website and can be used to quickly submit a ticket. For help on placing the widget on your site see Add and customise the widget

Post a ticket via the widget

  1. Click Help
  2. Enter the ticket details
  3. Click Contact 

A ticket number will be generated and displayed for tracking and updating. If email notifications are enabled an email notification including the ticket details will be sent to the user.


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