IT Support Ticketing System

Authentication

1

Login Process

Access the IT Ticketing System using your credentials:

Login Screen
  1. Enter your company email address
  2. Input your password
  3. Click "Sign In" button
2

Sign Up Process

New users can register for an account:

Sign Up Screen
  1. Enter your corporate email
  2. Provide employee ID and other required cardinalities
  3. Set up your password
  4. Complete domain verification
3

Password Recovery

If you've forgotten your password:

Click "Forgot Password" on login page
Check email for verification code
Create a new strong password
Password Reset Screen

Ticket Submission

1

Initiate New Ticket

From the Sidebar Menu, Choose Tickets Then ,click theCreate Ticket link.

New Ticket Button
2

Complete Submission Form

Provide comprehensive details for faster resolution:

Ticket Submission Form
Subject: Set clear subject for your issue
Service Category: Select the most relevant category
Location: Select your current Location for fast arrive by the agent
Urgency: Set appropriate priority level
Issue: Set clear details about your issue
Attachments: Add screenshots or error logs (max 5MB)
3

Confirmation & Tracking

After submission, you'll receive:

Tostar confirmation with success message
All Deatails for you created ticket
Ticket Confirmation

Ticket Management

1

Tracking Tickets

Monitor your ticket status in real-time:

Ticket Dashboard
Open - The Open Ticket you created
Assigned - Being worked on by the IT Team
Closed - Ticket was finished and closed
Escalated - Ticket was re-submit because has no action
2

Escalation Process

To escalate a delayed ticket:

Escalate Button
  1. Locate your ticket in tickets
  2. Click "Details"
  3. Click "Escalate"
  4. Provide confirmation to escalate this ticket
  5. Supervisor will be notified automatically

Escalation available after assigned the ticket and the agent never response

3

Closing Tickets

When your issue is resolved or never need the team to take action about this ticket:

Close Ticket Option
  1. Locate your ticket in tickets
  2. Click "Details"
  3. Click "Close"
  4. Provide comment or note to Close this ticket
  5. Choose if ticket solved or not
  6. Provide confirmation to Close this ticket
  7. Admin will be notified automatically

Tickets can be close by the user who create it or by the agent who work on this ticket or by the admin in the system and you will see you ticket in the ticket history.

Agent Feedback

1

Rating Your Support Experience

After ticket closure, you'll receive a rating request:

Rating Interface
★☆☆☆☆ Poor - We're sorry to hear that
★★☆☆☆ Fair - We'll try to do better
★★★☆☆ Good - Thanks for your feedback
★★★★☆ Very Good - We're glad you're happy
★★★★★ Excellent - We're thrilled!
2

Providing Detailed Feedback

Help us improve by sharing specifics:

Feedback Form
Positive Feedback: Mention what worked well
Constructive Criticism: Suggest specific improvements
Suggestions: Share ideas for better service