Tickets
Web vs mobile: Support tickets work the same as on the web Tickets page. The mobile app adds photo and file attachments from your device, offline comment queuing, and satisfaction ratings when tickets close — ideal for reporting issues in the field.
The Tickets tab is where you submit support requests and track progress. Whether your printer is not working, you need software installed, or you have a question, create a ticket and your IT provider will handle it.
The Tickets tab appears when your IT provider has enabled tickets in portal settings.
Viewing Your Tickets
The ticket list shows:
- Title — Brief description of the issue
- Ticket number — Reference such as TKT-000001
- Status — Open, in progress, resolved, or closed
- Priority — Low, normal, or high
- Date created
Tap a ticket to open its detail page with the full description, status, and comment thread.
Use the toolbar search to find tickets by keyword.
Ticket Statuses
| Status | What it means |
|---|---|
| Open | Submitted and waiting to be picked up |
| In Progress | A technician is actively working on it |
| Resolved | The issue is fixed or the request is complete |
| Closed | Fully closed |
Creating a New Ticket
- On the Tickets tab, tap + or New ticket
- Fill in the form:
- Title — Short description (for example, "Can't connect to VPN")
- Description — Details: what is happening, when it started, what you tried
- Priority — Low, normal, or high
- Device — Optionally link a managed device (when devices are enabled)
- Add attachments — Tap to attach photos or files from your device
- Tap Create
If you are offline, the ticket may be queued and sent automatically when you reconnect. See Profile & Security to flush the offline queue manually.
Comments & Attachments
On a ticket detail page:
- Read the comment thread between you and your IT provider
- Tap Add comment to reply
- Attach photos or documents to comments when helpful
Comments you post while offline are held in the offline sync queue and sent when connectivity returns.
Satisfaction Rating
When your IT provider closes or resolves a ticket, you may be asked to rate your experience:
- Open the closed ticket
- Select a star rating
- Optionally add a comment
- Submit your rating
You can only rate once per ticket. If you already rated a ticket, the app shows that your feedback was recorded.
Writing Good Ticket Descriptions
Help your IT provider resolve issues faster:
- What's happening — Describe the problem clearly
- When it started — Just now, or ongoing for days?
- What you've tried — Restarts, reconnects, etc.
- Error messages — Include exact text or attach a screenshot
- Which device — Name the computer, phone, or app affected
Example
Title: Can't access email on laptop
Description: Since this morning, Outlook on my Windows laptop (BenPC) shows "Disconnected." I restarted Outlook and checked Wi‑Fi — everything else works. No error messages.
Tips
- Submit tickets for any IT issue — No problem is too small
- Attach screenshots — Especially for error messages
- Check back for replies — Your provider may ask follow-up questions
- Use High priority sparingly — Reserve it for work-blocking issues
- Rate closed tickets — Helps your provider improve service
For web-specific ticket workflows, see Tickets (web).