In this guide, we’ll show you how to create and manage support tickets, track your requests, and access our knowledge base for quick answers.
1. Enabling Ticketing for Admin & Dispatcher Users
We can enable ticketing for 1 or 2 admin or dispatcher users. Follow these steps to set it up:
Select Intercom Access Type: Go to Admin Center → Users & Groups → Details → Edit, change the Intercom access type to "Tickets & Knowledge Base." This gives them access to create and see tickets.
Add Their Email: On the same page, add their email. This enables them to receive email notifications when there are updates on the tickets.
2. How to Create a Ticket
You can create a ticket in two ways:
Click the Support Icon in the dispatcher/admin and create a new ticket.
Send an email to [email protected]
Types of Tickets
We offer two types of tickets to help you get the right support:
Support & Issues: For questions, bugs, technical problems, or configuration issues.
Feature Request/Improvements: To suggest new features or recommend improvements.
When you have an open ticket, our support team may change its status to one of the default statuses based on its current stage.
Support & Issues Statuses
Submitted: We have received the ticket.
In Progress: We are working on this.
Waiting on Customer: We need more information from you to proceed.
Resolved: We have fixed or addressed the issue.
Feature Request & Improvements
Submitted: We have received this request.
Under Review: We are considering the request. No official decision has been made on it but the team is keeping an eye on it.
Planned: We have decided to work on this and the team has added the request to the roadmap.
In Progress: We are actively working on this feature, which is currently under development and will be released once completed.
Complete: We have finished working on this and the feature is ready to use.
Closed: We will not work on this. The request probably doesn’t align with our company vision or maybe it’s not a use case we want to support.
3. Creating and Tracking Tickets
Here’s how you can create and manage your tickets:
Click the Support Button: Located in the bottom right of the system.
Select "Create Ticket": Support/Issues or Feature Request/Improvements.
Provide Details: Describe your issue and include screenshots or recordings if possible.
Submit Your Request: Our team will review your ticket and get back to you as soon as possible.
Track Your Tickets: View all previously submitted tickets to follow up on ongoing issues.
Access to the Ticketing Portal: From the profile menu in the Admin Center or the bottom-left menu in the Dispatcher, click the "Help Center" button, then select the "Tickets Portal" box to access your company’s ticketing portal.
4. Accessing the Knowledge Base
Our knowledge base is full of helpful articles and guides. Here’s how to access it:
From the Management Console: Click the Help Center in the profile menu or the bottom-left menu in the Dispatcher.
Search for Answers: Type your question to see if there’s already an article that covers it.
Browse Categories: Explore different sections for topics relevant to your needs.
Direct Access: Visit help.onro.io directly.
If you have any questions about using our support system, feel free to reach out through our ticketing portal or email, and we’ll be happy to assist you!
We appreciate your cooperation and look forward to providing you with an even better support experience!