Support Ticket Management
The admin portal will allow customers to manage their support ticket escalations without having to navigate between two different platforms.
Support Ticket Listing Page
On the support tickets listing page, authorized users have the ability to view all tickets in the portal, as well as a tab to see only tickets assigned to the person currently logged in.
Tickets can be filtered by:
- Subject, Ticket ID, or Transfer Confirmation #
- Status
- Ticket Type
Note: a new-activity indicator highlights tickets with new activity — a new comment or status change — since they were last viewed.
View Support Ticket Details
Clicking into a ticket allows authorized users to see all related details for that support request and send messages related to that ticket so that all conversation is in one place.
Create Support Tickets
Support tickets can be created directly in the admin portal whenever additional help is needed or an issue needs to be escalated.
When creating a ticket, users will be able to:
- link the ticket to a specific transfer
- set the priority of the ticket
- provide attachments / screenshots if they are available
Accepted file types: PDF, PNG, JPG. Max size: 5MB per file, 10MB total.
NOTE: The ability to view and create support tickets will be available for users who have an "admin" or "support" role
Support Ticket Statuses
| Status | Description |
|---|---|
| Submitted | Indicates your ticket has been received and is waiting to be assigned to a support agent. |
| In Review | Indicates a support agent is actively reviewing and working on your ticket. |
| Awaiting Your Response | Indicates PayMitto is waiting for more information from you or your team. Once we receive a reply, the ticket will automatically reopen. |
| On Hold | Indicates your ticket is temporarily on hold, typically while we await a third-party response. We will follow up as soon as possible. |
| Resolved | Indicates a support agent has provided a resolution. You can still reply if additional assistance is needed. |
| Closed | Indicates the ticket is closed and can't be reopened. For additional support, you will need to create a new ticket. |
Updated 3 days ago