Accessing the Across Ticket System September 2015 Version 2.3 Copyright Across Systems GmbH The content of this document may only be reproduced in any form or communicated to any third party with the prior written consent of Across Systems GmbH. Though every effort was made to ensure the correctness, Across Systems GmbH does not assume any responsibility for errors or omissions included in this document or for wrong interpretations of the content.
Table of Contents 1 REGISTRATION AND FIRST LOGIN... 2 1.1 REQUIREMENTS... 2 1.2 REGISTRATION... 2 1.3 LOGIN... 3 2 OVERVIEW... 4 2.1 LOGIN... 4 2.2 NEW TICKET... 4 2.3 HOME PAGE/ MY TICKETS... 4 2.4 COMPANY TICKETS... 5 2.5 SEARCH... 6 2.6 FAQ... 6 2.7 PREFERENCES... 7 3 CREATING/PROCESSING TICKETS... 7 3.1 CREATE NEW TICKET... 7 3.2 PROCESSING TICKETS... 9-1 -
Introduction The introduction of the new support variants is associated with a modification of the support process. Previously, customers could send their support requests by e-mail. The new support variants provide for changed reaction times in favor of the customers. To comply with these, support requests need to be recorded in tickets and categorized correctly. The creation of requests in the form of e-mails is not suitable for this purpose. For this reason, prioritized requests can only be created via the Across ticket system. This document describes how users register with the Across ticket system, how requests are created as tickets, and how created tickets can be viewed. 1 Registration and First Login 1.1 Requirements Company To successfully register a user, you must have one of the following support agreements: - Standard - US Support - Bronze - Silver - Gold - Platinum If you do not have any of these support agreements, please contact our sales team at sales@across.net. Furthermore, we need to know your name and e-mail address, and you must be entitled to support. Depending on the support agreement, 3 to 5 persons of a company can register a user. Freelance Translators As a freelance translator, you are entitled to free support (Bronze) and do not need a support agreement. If you use the Across Standby Remote Client to connect to the Across Servers of your customers, you will get support in accordance with the support level of your customer please name your customer in the ticket. 1.2 Registration To register a user, start your browser and go to https://helpdesk.across.net. - 2 -
You can register a user in the "Create Account" area. To do this, fill in all the fields and confirm your input by clicking "Create". 1.3 Login Our system will send you an auto-generated e-mail with a password for your user. After the first login, change this password to a password known to you only. Upon receiving this e-mail, you can directly log in to the ticket system and create tickets. Please note that the function "Company Tickets" can only be used after the allocation to a company. This allocation is performed by Across. To log in to the ticket system, open your browser and go to https://helpdesk.across.net. In the "Login" area, enter your user name and your password. Confirm by clicking "Login". - 3 -
2 Overview 2.1 Login Use the "Logout" button to log out your user from the ticket system. 2.2 New Ticket Click "New Ticket" to create a new ticket. Details on this topic are available under "Create New Ticket". 2.3 Home Page/ My Tickets After logging in, you will be taken to the "My Tickets" page. This page is the home page of the ticket system. - 4 -
Here you can see an overview of the tickets created by you. Depending on the settings (which can be changed under "Preferences"), you might also see closed tickets here. You can sort tickets in ascending or descending order according to the following criteria: - Across ticket# (shows the Across ticket number) - Age (the age in days) - State (current status of the ticket) o New the ticket has been created by you. o Open support - the ticket is being processed by a support team member. o Open Dev the ticket has been forwarded to the development department. o Open Customer the ticket has been returned to you with an answer, and the support is waiting for your feedback. o Closed Answered the ticket with the status Open Customer has not been answered by you. If you enter an answer via the ticket system or by e-mail, the ticket will open again. o ReOpen the ticket has been either returned to the support by the development department or you have changed the status via an action in the ticket system or an e-mail. o Closed Successful the ticket has been successfully closed. - Queue (shows the queue that currently contains the ticket) - Owner (shows the team member who is currently processing the ticket) 2.4 Company Tickets The "Company Tickets" page shows all the tickets created by users with the same customer ID. Here you can see the list of all the tickets of your company. Here, the tickets can be sorted in the same way as in the "My Tickets" area. - 5 -
2.5 Search Using the search function, you can systematically search for one or more tickets. 2.6 FAQ At present, the FAQ area is under construction. - 6 -
2.7 Preferences Under "Preferences", you can customize the settings applicable to your user in the system. - Frontend o Language (here you can set the language of the user interface) o Shown Tickets (here you can specify the number of tickets to be shown on one page) o Queue view refresh time (here you can determine whether the view is to be updated automatically and after which period of time) - Other Options o Change Password (here you can change your password) 3 Creating/Processing Tickets 3.1 Create New Ticket Under "New Ticket", you can create a new ticket. Select "Across Support" as the recipient for your new ticket. Under "Service", you can only select the service corresponding to you support agreement. Under "SLA", select a suitable degree of severity. - 7 -
Under "Attachment", you can attach one or more files to the ticket. In this respect, please note the following: - Only attach images as compressed JPG files. - Documents of a size of up to 2 MB can be attached directly. Documents larger than 2 MB must be attached as ZIP files. Optionally, you can also specify the priority. This priority has no impact on the reaction time. In this respect, only the severity degree selected under "SLA" is relevant. Confirm the input by clicking "Submit". Your new created ticket will be displayed under "My Tickets" and "Company Tickets". - 8 -
3.2 Processing Tickets To process a ticket, open it by clicking the ticket number. You can open individual history entries by clicking an entry. To add an answer or any additional information, enter a subject and a text. Additionally, you can add attachments and change the priority. Click "Submit" to confirm your input. - 9 -