Manage support tickets
Access Type: Available to all users
Didomi support tickets created by you or members of your organization are accessible via the Didomi customer portal. In this article, we will cover:
Only users who have created an account to access the customer portal can manage support tickets.
To start, navigate to the upper right-hand corner of the Didomi product documentation site and click Customer Portal.
You will be redirected to the login page for the Didomi customer portal. Use the provided fields to input your email address and password, respectively, and click Sign in.
Ticket Overview
From the ticket list page, you can view the following information for each ticket:
Subject
Subject header of the email from which the ticket is derived
Requested By
Sender of the original email from which the ticket is derived
Created
Date the ticket was created
Ticket Owner
Member of the Didomi team assigned to the ticket
Last Activity
Date on which activity was recorded on the ticket
Status
Indicates whether the ticket is Open or Closed
Click any ticket from the table to view additional information regarding the ticket such as:
Ticket ID
Email thread
Email recipients
Response field
Support ticket filters
The ticket list page can be filtered by the following parameters:
View
Filters list between tickets owned by you or all of the tickets in your organization
Status
Filters list between ticket statuses: Open, Closed, or All
Click the appropriate filter and use the provided drop-down menu to filter the list of tickets.
Reply to support ticket
Replies are only available for tickets with an Open status.
Click into a ticket with an Open status and navigate to Response field. Use the provided space to input your reply and click Send when finished.
Note: Ticket responses sent through the customer portal will also be delivered to user email addresses listed in the Reply to field.
Export support tickets
To export tickets from the customer portal into a csv file, use the provided filters to organize your list and then click Export to CSV.
The current list of support tickets will be downloaded onto your local machine.
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