The ScreenCloud Support Ticket Portal allows you to view and manage all support tickets associated with your ScreenCloud account in one place. It helps you track open issues, review past conversations, and stay up to date with responses from the ScreenCloud Support team.
This access is part of the Premium Support package, which is an add on to your account. Learn more about here.
What is the ticket portal?
In the Ticket Portal, you can see a list of your and your team’s past and current support tickets, along with their subject, status, and last updated time. Selecting a ticket opens the full conversation, where you can read previous messages and reply to support agents for tickets that are not yet closed.
Support ticket statuses
Each ticket displays a status to help you understand its progress.
Status | What it Means |
Submitted | A new support ticket that is waiting for the first response from a support agent. |
Escalated | The issue has been escalated internally with the support team for further investigation or action. |
In Progress | Customer has replied and is awaiting the assigned agents response. |
Under Investigation | The ticket is waiting for a bug fix, or on additional external information. |
Waiting on you | Support agent is waiting the customer's response. |
Closed | The ticket is complete and no further action is required, and you cannot reply to the ticket. |
Closed (No response) | The ticket is closed due to lack of response from the customer, and you cannot reply to the ticket. |
Handed to Customer Success | The ticket has been handed over to a Customer Success Manager for follow-up. |
Handed to Sales | The ticket has been handed over to the Sales team for further discussion or action. |
Resolved | The issue has been addressed and a solution has been provided. |
How to access the Ticket Portal
In the messenger widget in your account, click the Ticket icon.
A notification will be available if you have ticket portal access, which reads "Looking for your company's tickets?".
Here you can view your tickets by ID number, status, title (email subject), and see which support agent is assigned to each ticket.
You can further organize and manage your tickets using the following options:
Search for tickets: enter a keyword in the search bar at the top. You can search by ticket title, description, or ID. The search currently supports exact keyword matches only.
Filter tickets: Use the filters at the top of the portal. You can filter by ticket type, state, created or updated date, and creator.
Sort tickets: click on a column header in the ticket table. You can sort by ticket ID, type, state, created on, or last updated.
Your tickets: To access your own tickets only, select Created by me.
Selecting a ticket will show the ticket details (i.e. status, ticket ID, ticket type, description etc.).
You can continue the conversation by selecting the Continue the conversation button, which will open up the messenger widget. For completed and closed tickets, you can only view the ticket’s conversation thread and will not be able to reply unless the ticket was closed recently.
In order to access the tickets portal, you will need:
An organization with the Premium Support add on.
At least one support ticket associated with your organization.
Without the above, you will not be able to visit the tickets portal.