This article goes over how to create new support ticket requests, as well as how to view and edit existing tickets. You can also view tickets submitted by other users within your organization, if applicable.
Creating a Support Request
The easiest way to create a new support ticket is by emailing our team at support@devhub.com.
If you are on our help center or logged into your Zendesk account, you can also make use of the "Submit a request" button in the top right corner.
Viewing and Editing (Replying to) Existing Tickets
You can always reply to ticket threads directly via email; however, you can also view information and comments on tickets you have already submitted, as well as add additional comments, via your My Activities dashboard. In some cases, this view also allows you to review tickets submitted within your organization that might not have come from you directly.
To start, log in to your Zendesk account. In the top right, click on your name, then select "My Activities".
You will see two tabs, "My Requests", which shows all requests you have submitted, and "Requests I'm CC'd on", which shows all tickets created by anyone in your organization (meaning anyone that has the same email domain as you, i.e. yourname@yourcompanyname.com).
Tickets here will be displayed by Subject Name, ID, Requester, Last Activity date, and Status.
Status Definitions:
- Open - The ticket is open with DevHub and requires DevHub's action.
- Awaiting Your Reply - DevHub has responded to your ticket asking for additional information and will not proceed until you reply.
- On-Hold - The ticket is on hold with an outside source/vendor, and will continue once that blocker is completed.
- Solved - The ticket has been resolved and does not need any further response. Responding to solved tickets will re-open them.
You can click the subject line of each ticket to add additional comments that the support team will receive, or change applicable form fields in the ticket menu.