- How to access Ticket management
- How to use the ticket overview
- Ticket Status Meanings
- How to respond to a ticket
How to access Ticket management
- Log in to Penneo
- In the side menu click on Help Center -> You will be redirected to the Help-Center and automatically logged to the user matching your email address.
- Once in the Penneo Help-Center click on your name and then Requests
How to use the ticket overview
The interface for ticket management is fairly straight forward.
Ticket Overview: Use the two tabs My requests and Request I'm CC'd on to switch between tickets you have created and tickets you are only CC on. You can select any of the tickets listed in either of these two tabs and read or respond to them (if not in solved status).
Search: Use the search bar to search for specific tickets. You can search on both Subject and Ticket Id
Status: Use the drop down menu to filter on the different status' a ticket can be in.
Ticket Status Meanings
- Awaiting Your Reply: Awaiting response from the requestor of the ticket
- Open: Awaiting a response from the Penneo support agent that the ticket is assigned to
- Engineering Task: Your support request needs help from our developers. They have been notified and the support agent is awaiting a response from them.
- Bug: You have reported a bug that our support agent have reported to the development team, and we are awaiting a update from them.
- Customer Request: You as the customer have asked us to keep the ticket active until you can respond back. You might be awaiting something internally at your company.
- Incident: Your request is about a ongoing incident. Incident tickets are usually updated when the incident is over. For information about ongoing incidents, please check our statuspage.
- Solved: The ticket has been marked solved by the Penneo support agent.
How to respond to a ticket
In the Ticket Management System, you can respond to tickets directly.
- In the ticket overview click on the ticket subject
- Scroll to the bottom of the conversation
- Click Add to conversation
- Input your response and then click Submit
Note: You will still receive updates on tickets on your email and you are still able to respond to tickets directly from your email inbox if you choose.