How to View a Ticket
To be able to view a ticket, you will need to have a ticket that was submitted. Please view the solution article titled How to Submit a Ticket for more information.
1. You can view your tickets in one of two ways, either by clicking the link from the email, which will take you to the portal, or by going to the portal directly. Visit the ticketing portal at ithelpdesk.tweetgarot.com and click the Login button in the upper right-hand corner.
2. Log in using your Tweet/Garot email and password, and approve the Duo Push on your phone to confirm it is you logging in.
3. Once you are signed in, you should see the homepage for the portal with four buttons underneath a search bar. At the bottom of the page, there will be a section titled Open Tickets. This is where you can see all your open tickets and view the details of them.
4. After finding the open ticket you wish to view, click on it to open it.
5. This is what your ticket will look like, the example shown is the same as in the How to Submit a Ticket solution article.
6. At the top left, there will be your ticket number, the title, when it was created, and if there is approval required.
7. On the right-hand side, there is a sidebar that includes the agent working on the ticket and the various ticket fields. Until someone is assigned to the ticket, it will say No Agent.
8. The Status of the ticket will change to Open as we start working on it and will be updated once the issue is Resolved, as well as when it is Closed.
9. The next three options are from the original submission of the ticket, where you will see the Category, Urgency, and Impact that the issue has. If anything changes on these, feel free to alter them and then press the Update button so we can keep track if the issue worsens.
10. The top right shows options to Reply, Mark as closed, and Add people.
11. If you click on Reply, you will be taken down to bottom of the page where you are able to attach a file if needed, as well as write in the text box and send a message.
12. The Add people function works in the same way that CC works with email. If you click on the Add people button, this screen will pop up and you can add the email of whomever you wish to the ticket, press OK, and they will be able to follow along with it as well. Please only add people who are necessary for the ticket.
13. If you Mark as closed, this will close your ticket. You can use this function if the issue has been solved and we have not closed the ticket yet, or as a way of informing us that the problem has been fixed. You will see the option to take a Customer Satisfaction survey on the right side, as well as the updated Status of the ticket will have changed to Closed. If you wish to re-open the ticket, you can do so by replying just like you would have when the ticket was opened.
If you encounter any issues or have any questions, please let us know by submitting a ticket via the portal or by calling the Help Desk line at (920) 498-7698.