Tickets

Creating support tickets is the most effective way to receive assistance and ensure tasks are completed efficiently. You can submit a ticket for various concerns, including technical issues, accounting inquiries, attorney coverage, and general questions. (Especially if you cannot locate the answer in the handbook!)

There are two ways to create a ticket: from the menu on the left side of your page (the blue Tickets button), which should be used for general account, technical, or accounting. Second option directly from a hearing. It is important to keep your inquiry linked to the hearing if it is specific to that matter.

Create a general ticket

When you click on Tickets in the left column of the blue buttons, you will reach the Tickets page.  Create a new ticket by clicking the orange Add button at the bottom. 

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On your tickets page, you can view the hearing locator, state, subject line, status, user, and the date the ticket was created.

Create a new ticket by clicking the orange Add button at the bottom. 

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Create a hearing-specific ticket

This is an easy way to keep track of all tickets associated with a particular hearing.

The grey button labeled "Create a Support Ticket" on top will take you directly to the ticket form. You can also view all the tickets associated with the hearing. Click the Tickets on the left side of the hearing page. 

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The Ticket Form

Once you arrive at the ticket form page, add the information to the ticket. Enter the subject, enter the question in the body, and submit. You can add attachments to your ticket as well. When an attachment is added, you will see it in the ticket activities (the "body" of the ticket) and you will be notified.

If your ticket is related to a specific hearing, please create the ticket from the hearing page. If that's not an option, please include the hearing locator or your file number in the body of the ticket. It helps us assist you better.

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For the Master Client Account User, there are added view functions:

Added submitter/user column to the ticket list page.

Master client users may view all tickets related to any submitters or recipients on the client account.

There are now the names of the submitters and recipients, if available, to the ticket view page so the client master can tell which subordinate is working on the ticket.

Open tickets appear in a widget on the homepage.  When a ticket is updated with a response, it changes to green.