Submit Support Ticket

Allows users to easily create, track, and discuss technical issues directly on the HIVO platform

The Support Tickets feature is designed to centralize the tracking and discussion of support requests, enhancing transparency and communication efficiency between clients, client Admins and the HIVO support team.

1. How to Submit a Support Ticket

To ensure your request is processed as quickly as possible, follow these steps:

🔹 Step 1: Go to Ticket Tabs

• Navigate to the Support page, select the Tickets tab, and click the "Submit Support Ticket" button.

🔹 Step 2: Required Information

Once the ticket creation form is open, you need to fill in the primary information.

• Enquiry Type: Allows you to select the appropriate request category, such as a General enquiry, helping the system and support team categorize and process it correctly.

• Name of Ticket: A concise title that accurately describes the issue for easy searching.

• Describe Your Issue: Provide a detailed description of the situation, including the context in which the error occurred, the steps you took, and the results received.

🔹 Step 3: Additional Information

In addition to the main details, you should include supporting data to speed up processing.

• Upload Evidence allows you to drag and drop files, folders, or add URLs, supporting common formats like png, jpg, mp4, pdf, or zip with a maximum total size of 25MB. Providing images or videos helps the support team understand the issue accurately without the need for repetitive back-and-forth communication.

• Expected Behaviour should be used to describe the outcome you expected, which helps distinguish between a system bug and a simple misunderstanding of how to use the feature.

• System Settings such as the operating system, browser, or software version (e.g., Chrome on MacOS or Indesign 20.4.1) are very helpful for troubleshooting environment-specific technical errors.

🔹 Step 4: Click SUBMIT to complete the process.

The ticket will be created immediately with a Submitted status and automatically assigned to the default support account, HIVO_support_client.

⚠️ Note: If necessary, a Client Admin can proactively re-assign the ticket to a more suitable handler or to escalate its priority.

2. Tracking and Communication

All communication must take place directly within the ticket to maintain a complete history:

🔹 Viewing Ticket Details

• Click on a ticket to open the detailed view screen.

• The detailed view displays all of the following:

  • The original request content.

  • Attached files.

  • Interaction history.

🔹 Comments and Interaction

• Use the Comments box to:

  • Ask questions.

  • Provide additional information.

  • Receive feedback from the support team.

• Available features:

  • Add Images: You can insert images directly into your comments using the image icon in the editor toolbar. Images will be displayed visually within the discussion to better illustrate the issue.

  • Mentioning (@mention): Use the @mention feature to notify specific stakeholders directly within the conversation.

🔹 Comment Management

Click the three-dot icon (⋮) on any comment to access options.

• Edit: Update the content of a previously sent comment.

• Delete: Remove a comment if it is no longer needed.

• Get Link to Comment: Copy a direct URL to that specific comment for quick sharing with other team members.

🔹 Threaded Replies

A Reply button is available at the bottom of each comment.

• By clicking Reply, your response will be grouped directly under the original comment, creating a focused discussion thread for a specific topic.

• Reply Notifications: When someone replies directly to your comment, the system will send a real-time notification (In-app or Email) so you can jump back into the discussion immediately.

🔹 Searching and Filtering Comments

• Searching: Use the search bar above the comment list to quickly find exchanges by keyword.

• Filtering: Click the filter icon to sort the comment list based on:

  • Created at: Chronological order.

  • Last reply: Prioritizes comments with the most recent replies.

  • Commented by: Groups comments by the author.

🔹 Notifications

• Receive alerts when:

  • A new comment is added.

  • Someone replies to your comment.

  • You are @mentioned.

• Delivery Channels: In-app; Email; Or both.

• Admin Configuration:

  • Admins can enable or disable specific notification types (Comment, Reply, Mention).

  • Enable/Disable each type of notification as needed.

    • Path: Client Profile -> Settings -> Global Notification Settings

    • Or for a Specific User Group: Client Profile -> Open Groups Settings -> Notification Settings for Group.

3. Management and Coordination

Administrators use the following tools to control the workflow:

• Smart Filters: Search by Keyword (ticket name), or filter by User, Status (multiple selection supported), and Date.

• Re-assign (for Admin): Client Admins can transfer a ticket from the default account to a specific Admin for specialized handling or escalation.

• Status Updates (for Admin): Regularly update the status (e.g., Submitted -> In Progress -> Resolved) to keep the requester informed.

4. Roles: Who Can Use This Feature?

The system is designed with a clear permission hierarchy to ensure data security and efficient ticket management. Each role has a specific scope of access and capabilities:

🔹 Submitter

All users within a client organization can submit support tickets to report issues.

• Creation: Can create new tickets to submit support requests.

• Visibility: Can only see tickets they have submitted themselves ("Requested by me").

• Edit Ticket details: Adding or removing evidence

• Interaction: Can engage within their own tickets by viewing all comments and replying to Client Admins or HIVO Admins.

This role focus on reporting issues and tracking their resolution.

🔹 Client Admin

• Full Visibility: Can view/ edit every ticket submitted by all users within their organization.

• Edit Ticket details: Can modify ticket information, including adding or removing evidence

• Management and Coordination:

  • Re-assign: Can assign the ticket to a different handler.

  • Status Updates: Can update the ticket status (e.g., Submitted, In Progress, Resolved).

• Interaction: Full rights to engage in discussions, reply to threads within their tickets organization.

This is a coordination role, ensuring tickets are handled by the right person and remain on schedule.

🔹 Assignee

The Assignee refers to users specifically designated by the Client Admin to take responsibility for resolving a particular support ticket. This role grants users administrative powers similar to a Client Admin, but strictly limited to the tickets assigned to them.

• View Access: Full access to view all details of the tickets assigned to them.

• Edit Ticket details: Can modify their own ticket content, such as adding or deleting evidence

• Update Status: Authority to change the ticket status (e.g., from In Progress to Resolved) to reflect processing stages.

• Change Assignee: Capability to re-assign or transfer the ticket to another team member if specialized assistance is required.

• Interaction: Full rights to engage in discussions, reply to threads within their assigned tickets.

🔹 HIVO Admin

Acts as the main recipient and resolver for support tickets.

• Responsibilities:

  • Analyzing technical issues.

  • Providing solutions and troubleshooting.

  • Responding directly to the client.

• Default Assignment: By default, all newly created tickets are automatically assigned to the HIVO_support_client account.

If you have any questions, don't hesitate to ask, we're always here to help!