HOW TO RAISE A TICKET TO SUPPORT

 Timeframe: 5 to 7 minutes

Absolutely, filing an IT ticket request is a crucial step in resolving technical issues efficiently. A well-documented ticket helps the IT support team understand the problem quickly and provide the appropriate solution. Here’s a brief guide on how to file an effective IT ticket in 2 options, via browser and via email.

VIA EMAIL

 Please open the Outlook application.

In “To” field, add the support@dbaadvisory.com as recipient.

VIA BROWSER

Using your browser, go to support.dbaadvisory.com.

(Applicable on browser) First, check the available Knowledge Base solution for your concern before submitting a request ticket.

(Browser) In case there is NO available Knowledge Base solution for your concern, click the “Submit a Ticket” on the upper right portion of the portal.

A submit request page will appear.

Recommended fields to fill:

a.      You name (Full Name) – Juan Dela Cruz

b.      Your Email Address (Juan.DelaCruz@dbaadvisory .com)

c.      Subject – Simple title for your request.

d.      Description – Brief narrative/context of your concern.

e.      Attachment (optional) – But if it will help, it’s better to provide attachments. (screenshots)

(Email)Fill out the email just like in the browser.

This method is usually used when requesting approvals from Supervisor.

(Browser)After submitting, a ticket received confirmation will be displayed along with your ticket number. An email confirmation will also be sent in your email.

(Email)

Ticket Stages

1.      New Ticket, In Progress – meaning support engineer is already attending the ticket.

2.      Pending – Additional information was needed or approval from TL/Manager prior proceeding in resolving the ticket.

3.      Level 2 Escalation – If ticket was not resolved within 2 hours.

4.      Level 3 Escalation – If still not resolved, L3 will be the one to handle the concern.

5.      Solved – meaning ticket is resolved.

Once the ticket is solved/closed you will receive an email confirmation. With this kindly provide feedback by selecting a smiley telling us how you feel about the service we provided. It will be a great help for us to continuously improve our service.

Also, don’t forget to share short feedback on your experience.

Reminder: Always send ticket request if you have technical concerns and avoid including sensitive information when submitting tickets either in details or in attachment.