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Submitting and tracking service requests in Supportal


Submitting a service request

You must be signed in to view service requests. You may however submit a new service requests in Supportal without signing in.

To submit a support request in Supportal

  1. Click Submit a request at the top of the page.
  2. You can add an email address to copy a user on the ticket.

    To copy multiple users, use a comma to separate each email address.

  3. Enter a subject and description of the problem. You are also required to complete all mandatory fields and it is recommended to complete all fields.
  4. If you belong to multiple organisations, select the organisation for this service request.
  5. Add any attachments.

    The file size limits is 20 MB.

  6. Click Submit.

Updating a service request by email

Note: This section only applies if you have not received an email from Radio Holland yet. If you have received an email you may simply reply to the received email.

Customers can update an existing service request ticket with a comment by email. 

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of a shared organisation for the ticket.

To update an existing service request by email
  1. In your email client, create a new email message or forward an existing email.

    The email is to the service team. The subject can be anything you want.

  2. At the top of body of the email, enter the ticket ID for an existing support request using the following syntax:
    #id ticketnumber

    For example:

    #id 123456
  3. Leave one blank line after the ticket ID.
  4. Enter the comment you want to add to the ticket after the blank line.

    Your email should look something like this.

  5. Send the email.

Updating a service request in My Activities with a comment, CC, or organisation

You can update any existing service request, that is not closed, with a comment.

You can also add CCs to an existing support request. And if you belong to multiple organisations, you can also change the organisation for a support request when you view it in Supportal.

To update an existing service request

  1. Click your profile icon on the upper-right side of any Supportal page, and then click My activities.

    By default, the My Activities page displays all requests that you have submitted.
  2. Click the link for the request you want to update.
  3. Add a comment to update the request.
  4. (Optional) You can add an email address to copy a user on the ticket

    When you add a CC to an existing ticket, you must also add a comment.

  5. (Optional) If you belong to multiple organizations, you can change the organization for the support request.
  6. Click Submit.

Tracking your service requests

You can use the Supportal to track your service requests.

If you belong to multiple organizations, you can also change the organisation for a service request when you view it in Supportal.

To track your service requests

  1. Click your profile icon on the upper-right side of any Supportal page, and then click My activities.

    By default, the page displays all requests that you have submitted. In Supportal, an open request is a ticket that's been assigned to a coordinator who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to a coordinator, but the coordinator is waiting for more information from you before resolving the ticket.

  2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
  3. To see details about a request, click the request title.

    If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

Tracking your organisation's service requests

As a customer you can be a member of one organisation or multiple organisations. If you're a member of a shared organisation, you can see tickets for all members of that organisation.

To track your organisation's service requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  2. Click the Organisation Requests link on the My Activities page to see all the requests in your organisations.

    The link appears only if you're a member of a shared organisation.

  3. To see details about a request, click the request title.
To subscribe to requests for a shared organisation
  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the Organisation Requests link on the My Activities page to see all the requests in your organizations.

    The link appears only if you're a member of a shared organization in Supportal.

  3. Click Follow.

    You will now receive notifications for new and updated request in your shared organisation.

Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

  1. Click your profile icon in the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.
    Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.
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