For Admins
Organization administrators can open Freshdesk, the Vocareum support ticketing system, directly from the Vocareum dashboard. Use it to report an issue to the Vocareum support team, follow up on an open request, or review tickets your organization has already submitted.
Open Freshdesk
To open the support portal from Vocareum, go to the Vocareum dashboard and select your user name in the upper-right corner. From the dropdown menu, select Support Tickets.
The Support Navigation page opens. From this page, you can submit a new ticket or check the status of existing tickets.
Submit a ticket
To create a new support ticket on the Support Navigation page, select Submit a Ticket. Complete the required fields (email, ticket type, subject, description). You also have the option to mark the severity of the ticket, status, etc. Once you are done filling out the fields, select Submit.
Check Ticket Status
To review or update existing tickets, select Check Ticket Status on the Support Navigation page.
From here you can view all your open or pending tickets. You can respond to or create new comments within an existing ticket, and create a new ticket from here as well. To change the scope to resolved or closed tickets, click on 'Open or Pending' at the top of the page which will open a dropdown menu to filter by.