Contacting Lexalytics support services

November 1st, 2012 by ethan.thong

In addition to contacting Lexalytics support services via email at support@lexalytics.com, we have now opened a new channel for contacting us using the Lexalytics support portal at support.lexalytics.com.

This blog article will cover using the support portal to create, edit/update, close, and manage tickets.

CREATING TICKETS

Create a new ticket by clicking on the “Create ticket” link under the “Support” section of the right-hand navigation menu list.

This will take you to the “create support ticket” page as shown below.

Set the ticket title under the “Title” field (only mandatory field).
Provide a description of the problem under the “Body” text field.
Make file attachments if necessary under the “File attachments” section by clicking the “Choose File” button, selecting the file, and clicking the “Attach” button. File attachements can be renamed afterward if necessary. Checking “Delete” deletes this attachment after saving this ticket. Checking “List” will list a reference to the attachment under this ticket’s “View” page.

Set the ticket state with the Ticket properties > State drop-down list. “New” is the only state available when creating a new ticket.
Set the priority with the Ticket Properties priority drop-down list. The available priorities are low, normal, high, critical.
Check Notifications > Subscribe to receive email notification on all updates for this ticket.
Check Notifications > Suppress notification to prevent notification from being sent for this ticket update to all subscribed.
Click “Save” to complete the create ticket process.

VIEWING TICKETS

View tickets using the ticket management page by clicking the “My Company Tickets” link under the “Support” section of the right-hand navigation menu list.

This page defaults to “all open” which displays tickets not closed.
The “all” tab displays tickets of all states–new, active, pending, closed. The “my open” table displays all tickets opened by the logged in user. The remaining tabs display only tickets with that respective state.

EDITING/UPDATING TICKETS

Edit/update an existing ticket by clicking the ticket id or title from the ticket management page and then selecting the “Edit” tab. This will take you to the edit ticket page with the same fields and options available for editing as the “Create ticket” page.
Click “Preview” to preview the comment attached under the current ticket comment thread. Click “Save” to complete the add comment process.

ADDING/EDITING/REPLYING TO TICKET COMMENTS

Add new comments to a ticket by clicking the ticket id or title from the ticket management page and then clicking the “Add new comment” link above the ticket’s comment thread. This will take you to the “Reply to” page of the ticket as shown below.

Set the comment title under the “Subject” field.
Provide a description under the “Update” field.
Click “Preview” to preview the comment attached under the current ticket comment thread. Click “Save” to complete the edit ticket process.

Existing ticket comments can be edited by clicking the “edit” link under the corresponding comment.

This will take you to the “Edit comment” page with the same fields and options as the “Add new comment” page mentioned above.
Click “Preview” to preview the comment attached under the current ticket comment thread. Click “Save” to complete the edit comment process.

Comment edits are indicated by an updated date time stamp and a “new” label on the upper right corner of the comment body.

Child comments can be added by clicking the “reply” link under the corresponding comment. This will take you to the “Reply to comment” page which also has the same fields and options as the “Add new comment” page mentioned above.
Click “Preview” to preview the comment attached under the current ticket comment thread. Click “Save” to complete the reply comment process.
Comment replies are indicated by an updated date time stamp, a “new” label on the upper right corner of the comment reply body, and is indented under the parent comment.

CLOSING TICKETS

Close a ticket by clicking the ticket id or title from the ticket management page and then selecting the “Edit” tab, setting the Ticket properties > State as “closed” and clicking the “Save” button.

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