Support Tickets
The Service Tickets section is where you submit IT support requests and track their progress. Whether it's a computer problem, a software question, or a network issue, this is the place to let DTC know.
Viewing Your Tickets
Click Service Tickets in the navigation bar to see all your tickets. The page is organized into tabs:
- Open shows tickets that are currently being worked on or waiting for a response.
- Closed shows tickets that have been resolved.
- Feedback shows closed tickets where you can leave a satisfaction rating.
Each ticket in the list shows its subject, status, and ticket number. Click any ticket to open the full detail view.
Note: Depending on your role, you may see only your own tickets or all tickets for your organization.
Creating a New Ticket
You can create a new ticket from the Service Tickets page or directly from the Dashboard.
From the Service Tickets page:
- Click the New Ticket button in the upper right.
- A window will pop up. Fill in the details:
- Type (if more than one option is available, pick the one that best describes your issue)
- Subject with a short description of the problem
- Details with as much information as you can provide
- Any additional fields that appear based on the ticket type
- Attach files if needed (drag and drop files into the attachment area, or click to browse).
- Click Submit Ticket.
You'll be taken to your new ticket's page where you can see the details and track progress.
From the Dashboard: Click New ticket on the Service Tickets card. The same pop-up form will appear.
Tip: The more detail you provide upfront, the faster our team can help. Include things like error messages, which computer or software is affected, and when the issue started.
Viewing a Ticket
When you open a ticket, you'll see:
- Ticket summary and details at the top, including the ticket number, status, type, and the assigned technician
- Workflow progress showing where the ticket is in the resolution process
- Conversation thread with all messages between you and the DTC team, sorted with the newest at the top
- Attachments on any message that included files
Each message in the thread shows who sent it, when, and their role at DTC (if it's from our team).
Replying to a Ticket
To add information or respond to a question from the DTC team:
- Scroll to the reply box at the top of the conversation area.
- Type your message.
- Attach files if needed by dragging them into the attachment area.
- Click Send Reply.
Your reply will appear at the top of the conversation thread, and the DTC team will be notified.
Ticket Statuses
As your ticket moves through the support process, its status will update. Common statuses you'll see:
| Status | What It Means |
|---|---|
| New | Your ticket has been submitted and is waiting to be picked up. |
| In Progress | A technician is actively working on your issue. |
| Waiting on Client | Our team needs information or action from you before they can continue. |
| Complete | The work is done and is waiting for you to confirm the issue is resolved. |
| Closed | The ticket has been fully resolved and closed. |
Confirming Ticket Closure
When DTC marks a ticket as complete, you'll be asked to confirm that the issue is resolved.
From the portal:
- Open the ticket (or go to the Approvals page and click the Closures tab).
- You'll see options to Confirm Closure or Keep Open.
- If the issue is resolved, click Confirm Closure. You can add an optional note.
- If the issue isn't fully resolved, click Keep Open and explain what's still going on. The ticket will reopen and our team will follow up.
From email: You may also receive an email with links to confirm or deny closure directly, without logging into the portal.
Leaving Feedback
After a ticket is closed, you may be asked to rate your experience. You can do this from:
- The Feedback tab on the Service Tickets page
- The Approvals page under the Feedback tab
Select a rating and optionally leave a comment. Your feedback helps us improve our service.
Downloading Attachments
If a message in the ticket thread includes an attachment, you'll see a link to download or view it. Click the attachment name to open it in your browser.