1. Avasam support

Ticket system overview

The Avasam ticket system allows you to raise queries with the support team and suppliers.

The ticket system in Avasam allows you to communicate with the support team, asking questions or reporting problems.

When you first start using Avasam, there will be no tickets. Alternatively, if your filter is too strict, you may not be able to see the tickets that are open. In this case, you will see the ‘No data/No results’ screen.

Once the filter is cleared, or if you raise one or more tickets, then you will see a list of tickets with the following headings:Ticket system

Field Description
Status The status of the ticket i.e. Open, Completed, Resolved.
ID The unique reference for the ticket.
Department The area of Avasam this ticket is about.
Title The title entered when raising the ticket to summarise the problem.
Created by The user who raised the ticket.
Created on The date and time this ticket was created/raised.
Last reply by The staff member who last responded to the ticket, and the date and time of that response.

Ticket filter

The information about the tickets can be easily filtered by entering the customer’s details in the search/filter box, and/or by clicking on ‘Filter’:

Field Description
Date Select to show sellers that have applied during the selected period.
Click ‘Apply’
Status This allows you to filter out paid or unpaid invoices to allow you to narrow your focus.

Adding a new ticket

Add (or open) a new ticket whenever you are facing a problem or have a query to raise.

The add (open) a new ticket:

  1. Click on the ‘Add ticket’ button.
  2. Select the department that you wish to raise the ticket for in the drop down for the ‘Department’ field.
  3. Once you have selected a department, select a ‘Topic’ from the drop down list.
  4. Enter a summary of the problem or question in the ‘Title’ field.
  5. Is this ticket being created on behalf of a seller, or are you entering it on behalf of yourself? Select from ‘Me’ or ‘Seller’.
  6. If it’s for a seller, or concerning a seller, enter identifying email in the ‘Seller’ field.
  7. The ‘Ticket content’ section is where you should provide detailed information about the problem or question.
  8. If you want to attach pictures, videos or sample files to support your ticket, use the ‘Upload’ button to select and attach one or more files.
  9. Select ‘Add ticket’ to save and submit your ticket.
  • You can return to the main page at any time without updating the system by clicking on the ‘Settings’ link on the top left, or the ‘Cancel’ button.

Replying to a ticket

If a ticket shows it’s status as ‘Open’, then the ‘Last reply’ field will show who replied, and when.

To reply to a ticket:

  1. To review the reply, click on the ticket, to open it.
  2. The ticket will then show the content of the communication between you and the support team.
  3. Enter your response in the ‘Reply’ area.
  4. If necessary, you can attach supporting files using the ‘Upload’ button.
  5. When you have completed your reply, click on ‘Post reply’.

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Resolve ticket

Once you have received a reply to a ticket, you can of course post another response if you require further assistance or you can alternatively resolve/close the ticket.

The resolve/close a ticket:

  1. To review the reply, click on the ticket, to open it.
  2. The ticket will then show the content of the communication between you and the support team.
  3. If you feel the ticket has been answered or resolved, then you can resolve the ticket, rather than replying to it.
  4. The ‘Ticket resolved’ button will ask you to confirm you are sure. Once resolved, the ticket cannot be replied to or re-opened.
  5. The ticket will then show that it has been marked as resolved.
  6. You can then click on the ‘Settings’ link at the top left hand corner to leave the ticket.
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