Select Product[edit]

In the left hand col­umn, you will have a link for each of the prod­ucts you have pur­chased from Visu­al Soft­ware under the head­ing "Sup­port tickets". 

Click­ing this will take you to the tick­et area for the select­ed product.

Post a support ticket[edit]

To cre­ate a new help desk tick­et, click on the "Post new sup­port tick­et" beneath the name of the prod­uct. If you have post­ed tick­ets before (or have any open), a sum­ma­ry of those tick­ets will appear below this link.

Complete form[edit]

Use this form to enter infor­ma­tion about the issue you are hav­ing. Include a short sum­ma­ry (title) and a more com­plete descrip­tion (Body). You can embed images direct­ly in the descrip­tion or attach them separately.

NOTE: you will auto­mat­i­cal­ly be sub­scribed to this tick­et — when­ev­er any changes are made to it, you will be noti­fied through email.

NOTE: when you are noti­fied and you would like to respond, you may either return to this sys­tem or sim­ply reply to the email.

Attaching Files[edit]

You may attach sev­er­al files to this tick­et — if you are sub­mit­ting trace files, please be care­ful that they do not con­tain stu­dent, teacher or par­ent per­son­al infor­ma­tion. If they do, you may want to first edit them and replace the per­son­al infor­ma­tion with some type of place­hold­er informaiton.

View Attached File(s)[edit]

Once the file has been attached, you may choose to add more files, delete this file or view it.

Preview/Save[edit]

When you've entered all the tick­et infor­ma­tion, you may either choose to first pre­view the tick­et or save it. Once you have saved it, you will have the option to edit it later.

Saved Ticket[edit]

This is what the details view of a saved tick­et looks like. You can choose to

• Edit the tick­et (by choos­ing the tab at the top of the screen)
• Add addi­tion­al infor­ma­tion to the ticket
• Change the ticket's pri­or­i­ty (by select­ing the new pri­or­i­ty from the drop down box (under the head­ing "Post New Comment")
• Change the ticket's sta­tus (per­haps the issue was resolved and you would like to close the tick­et) by select­ing the new sta­tus from the drop­down box
• Add new attachments

The email message interface[edit]

This is an exam­ple of an email sent from the help desk sys­tem. It con­tains the text of the last update to the tick­et and links to:

• The entire ticket
• The place you can go to reply to this information
• Any attch­ments to the tick­et (includ­ing the attach­ments you had made to the orig­i­nal ticket)
• A place where you can go so that you will no longer be noti­fied about updates to this ticket

Replying directly[edit]

Instead of reply­ing direct­ly to this tick­et, you also have the option of sim­ply reply­ing to this email instead.

• You should leave the sub­ject line alone (so that the sys­tem can match it to the match­ing ticket)
• Your mes­sage will appear as if you added a new comment
• You may attach files to the email and they will becone attach­ments to the help desk ticket

NOTE: if the attach­ments have any­thing sen­si­tive at all in them, you should log into the sys­tem and attach them there. Any sen­si­tive infor­ma­tion should nev­er be sent through an email message.

Ticket pending Resolution[edit]

Once the tick­et is in the sys­tem, it will appear on the sum­ma­ry screen like this. When it has been assigned to some­one at Visu­al Soft­ware, that person's name (account name) will be filled in.