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Tickets

Search Tickets

To search in your existing tickets, simply:

  • Login to the portal
  • In the header hover on the “Support” button
  • Click “Search Tickets”

It is possible to search based on any combination of the following fields (all inputs must be true to get a result):

  • Ticket Id
  • Ticket States
  • Solution Assigned
  • Service Assigned
  • Subject
  • From Template
  • From Address
  • Created Before
  • Created After

Raising Tickets

To raise a new ticket, simply:

  • Login to the portal
  • In the header hover on the “Support” button
  • Click “Create Ticket”

Note: If you are raising a ticket which you feel is of a very high priority, please call the Support Team on 0845 11 99 999 once the ticket has been logged, quoting the ticket number. This will help our engineers prioritise the request appropriately.

Viewing Tickets

The ticketing section of the portal will display any open or historic tickets you have with Pulsant.

The page will output 3 tables:
Tickets requiring customer response
Tickets requiring Pulsant response
Tickets recently resolved

We found splitting the tickets in this way, highlighted the key states a ticket could be in.

Clicking on a ticket will show all the events contained (including any attachments), this includes:
Public Notes – Event is added to the portal and also emailed out to anyone subscribed to the ticket.
Phonecalls – Event is added to the portal, the fact a call happened will be presented but the call summary will be hidden and stored as an internal note.
Secure Notes (portal only) – Event is added to the portal and can only be viewed by a specified individual, an email will be sent informing the individual that a secure note has been added, but they must use the portal to see the content.

To see the tickets section simply login to the portal and click the “Support” button in the header.