Help & FAQ

Within 14 days of closure, from the ticket page click **Reopen**. Provide a reason. This creates a linked new ticket with a fresh reference but retain...

If a ticket is not resolved within SLA, it auto-escalates: 1. **L1:** Department Admin of the owning department 2. **L2:** Supervisor (cross-dept aut...

1. Sign in to your company account. 2. Click **File a ticket**. 3. Choose the type (Complaint or Guidance) and select the most fitting category. 4. De...

The Facilitation Desk works on stage-based SLAs scaled by priority: - **Acknowledge:** within 4 business hours - **First response:** within 8 busines...

Before a ticket is closed, a supervisor independently verifies that the resolution is satisfactory. This is a quality gate to ensure the fix is genuin...