Navigating tickets in the Help Centre
Intro
The help centre serves two purposes
- A knowledge base, which will be built over time, that Sandak-Lewin Trust clients will have access to. The knowledge base will include How to articles such as 'how to log a ticket' and how to view and understand your live ticket' along with any other new features we may release for clients.
- The ability to log tickets and also view the status of and reply to tickets in one central place.
This article will take a look at the ticketing.
The help centre URL is https://support.sltrust.co.za/portal/Difference between logging tickets without signing in vs with signing in
Without Signing in
Logging a ticket without signing into the help centre is the same form you need to complete. Once you submit, you will receive an email with your ticket number. Any further communication will be via your email. You will not be able to see the status of your ticket.
The only other system generated email you will receive will be once the ticket is closed.
With signing in
Once you have signed in to the Help Centre, navigate to MY AREA. MY AREA hosts all of the tickets you have logged, along with current status they are in.
This is especially useful for Trustees, building supervisors or an owner that logs many tickets.
You can view, open and reply to tickets from within the MY AREA section.
As you can see in the screenshot above, all the tickets are listed, along with the current status towards to right of the screen. When opening a ticket you are able to view all threads and conversations that took place and you are able to reply.
On the far right, are alternative ticket views, which can either refine your list to something more specific, such as My Open Tickets or My Overdue tickets. You will also note a few CC views. This is a applicable if you have been cc'd in on a ticket. That ticket then won't show under the My Ticket view - you would need to navigate to CC'd or one of the other CC views.
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