Purpose: The ticket system is provided to allow Jigsaw customers to lodge a ticket for supported products.


Overview:

  • Tickets are normally raised by a client using e-mail or the portal page and can be raised by an Agent
  • The ticket will be managed by an Agent
  • Updates to a ticket are created by the Agent or the Client and will  generate an e-mail notification to both
  • Screenshots and other attachments may be included to help with ticket resolution
  • The ticket may be resolved or closed by the Client or the Agent


Raising a Ticket:

  1. Send an e-mail with details to; support@jigsawtechnology.freshdesk.com
  2. Include in the subject a brief description and in the body any details that would assist with explaining the ticket
  3. Ensure the sender address is a valid one (at this time addresses do not need to be approved)
OR
  1. Connect to the Portal with an account; https://jigsawtechnology.freshdesk.com
  2. Completed the required fields and if known the agent or group that will manage the ticket


Creating a Client Account:

  1. Send an e-mail to the ticket system (refer; Raising a Ticket)
  2. Include your full name and phone number
  3. Activate your account using the reply e-mail
  4. Using the portal server https://jigsawtechnology.freshdesk.com update your details as required
  5. Save and exit


(Author: Peter Smith, Date: 30/08/2016)