Support desk

Tickets that already know the machine.

Opening a ticket

From the Support desk (New ticket), from an alert row or a phone notification (Ticket, prefilled), or by link: /support/tickets/new?subject=&device_id=&priority=.

Response targets

First-response and resolution targets per priority are shown on every row and in the ticket. The Breaching view lists tickets about to miss them.

Working a ticket

• Status: open, in progress, waiting on customer (a customer reply reopens it), resolved, closed.
• Device: attach one and see its live health; jump to it in the RMM.
• Files: attach or paste screenshots (up to 15 MB each).
• Followers: get the same emails as the requester.
• Merge: move replies and files into another ticket and close this one.
• Internal notes (Nyxie staff) are never emailed to the requester.

Categories

Support desk, Categories: your list, a default for new tickets, and an order.

Questions: hello@nyxie.io. Nyxie. All glows well!