Support

1. Support Ticket List

If there is something wrong with the Vendor Portal Website, Vendor can create a Support Ticket to notify Honsen Developer team. The Developer team will received an email with the ticket content so that they can quickly settle the issue that Vendor reported

In Support Ticket List screen, Vendors can see a list of all Support Tickets which have been created by Vendor before. This list will contain some useful information related to Support Ticket such as:

1. Created At
2. Updated At
3. Subject
4. Content
5. Ticket Type
6. Comments: The number of comments for this Support Ticket
7. Status
8. Action

There are 2 values for Status column:

• Pending indicates that the Support Ticket is still in on-going progress and has not been resolved yet, Vendor needs to click on Mark As Done button in Support Ticket Detail screen to mark it as Done Read more
• Done indicates that the Vendor is happy with the solution from Developer Team and decides to close it

There are several action that Vendor can apply for each of the Support Ticket item:

• Click on View button on each of the Done Support Ticket to view more information related to that Support Ticket Read more
• Click on Edit button on each of the Pending Support Ticket to edit information related to that Support Ticket Read more
• Click on Delete button on each of the Pending Support Ticket to delete that Support Ticket completely from the system Read more

When vendor click on Delete button, there will be a confirming popup asking if Vendor really wants to delete that Support Ticket as below:

The listing provides the ability to:

• Sort each column by clicking to the column header. By default, the list is sorted by Updated At in descending order
• Search the whole list by entering to the Search box at the top right of the list
• Export the current list to some supported format such as CSV, Excel, PDF
• Copy or Print the current Support Ticket list
• Adjust the column visibility to show the columns that needed
• Adjust the number of items showing in one page by changing the value in Show entries dropdown above the data table

2. Support Ticket Detail

By clicking to the View button or Edit button on each Support Ticket row in listing screen, Vendors will be redirected to Support Ticket detail screen where they can see more information related to that Support Ticket

In Support Ticket detail screen, Vendor can see some useful information related to selected Support Ticket such as:

1. Subject
2. Ticket Type
3. Content
4. Support Ticket Status: Pending or Done

For Ticket Type dropdown, Vendor can choose either:

• Report Technical Issue
• Other

Ticket Comments section acts as a chat box so that Vendor and Developer Team can communicate quickly and directly

If the Support Ticket has already been Done, then Vendor will not be able to edit its information

If the Support Ticket is in Pending status, Vendor can adjust Support Ticket information such as:

1. Subject: Can change to different subject/title
2. Ticket Type: Can change to different ticket type, either Report Technical Issue or Other
3. Content: Can adjust the ticket content
4. Ticket Comments: Can add new comments to the ticket

There are several actions that Vendor can do for Support Ticket including:

• Click on Save button to update the information for this Support Ticket
• Click on Mark As Done button to mark this Support Ticket as resolved and closed
• Click on Delete button to permanently remove this Support Ticket
• Click on Cancel button to navigate back to Support Ticket List screen Read more

There will be confirmation popup for Mark As Done or Delete Support Ticket which are illustrated below:

3. Create New Support Ticket

Vendor can create new Support Ticket by clicking to the Create button at the top right corner of the Support Ticket Listing screen

The logic for creating new Support Ticket is the same as editing existing Support Ticket which described in Support Ticket Detail section Read more