How to monitor your support tickets

As part of the service offering Adslot provides to Symphony users the ability to track and monitor the requests sent to our support teams.

Below is a step by step guide that will show you how this can be done.

STEP ONE

Navigate to the Adslot knowledgebase. The URL might be different depending on your language settings. Please use the below links based on your settings:

• English: https://adslot.zendesk.com/hc/en-us
• Simplified Chinese: https://adslot.zendesk.com/hc/zh-cn
• Traditional Chinese: https://adslot.zendesk.com/hc/zh-tw

Once you have logged in to your zendesk account, simply go to your name located top right hand corner and select 'my activities' from the drop down menu.

STEP TWO

The activity monitoring can be done at different levels. You can monitor tickets that you have created, others where you are cc'd on and organization level requests (this requires approval from your agency lead). There is a search feature to help you find a specific ticket by keyword or ID. The status filter allows you to keep track of tickets and filters them all by that status.

STEP THREE

If you manage multiple agencies it's easy to monitor by what's happening by selecting the 'organization requests' link (this is only available by request to Adslot support and approval from your market BA). Here you can select the agency from the drop down menu and also filter by status type. There is also a 'follow' feature which you can enable at the agency level - this means that all tickets created across that agency you will be notified (only enable this feature if you are prepared to receive A LOT of emails).

STEP FOUR

Accessing the ticket information is easy. Once you have applied your filters, click on the link to the ticket you wish to view. This will provide you with a stream of comments and conversations being had between the user and Adslot support team.