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 before the ticket fully closes.
From inside the portal:
- Open the ticket. You'll see a yellow banner at the top labeled Is this issue resolved?
- Click Yes, It's Resolved if the work is done. You can add an optional comment, then click Confirm Resolved.
- Click No, It's Not Resolved if the issue is still happening. You'll be asked to describe what's still going on, then click Reopen Ticket. The ticket will reopen and our team will follow up.
You can also handle this from the Approvals page on the Closures tab, which shows every ticket waiting for your confirmation in one list.
From email:
When DTC marks your ticket as complete, you'll typically also receive an email with a link to confirm closure. Clicking that link takes you to a page where you can confirm or reopen the ticket without needing to log into the portal. This is the same form you'd see in the portal itself, just packaged for one-click email access.
If you don't respond either way, the ticket will automatically close after the time period DTC has configured for closure confirmation.
Leaving Feedback
After a ticket is closed, you can rate your experience right inside the portal. You'll find the feedback prompt in two places:
- On the closed ticket itself, in a purple How was your experience? banner near the top of the page.
- On the Feedback tab of either Service Tickets or Approvals, which lists every recently closed ticket that's still waiting for your rating.
Pick the option that best matches your experience (the choices come straight from how DTC has configured them, usually something like Excellent, Good, Okay, and Bad), optionally add a comment, and click Submit Feedback. Once you've left a rating, the ticket shows your score and the prompt goes away.
The feedback form stays available for a configured window after the ticket closes (about 30 days by default). After that window, the prompt disappears even if you never rated it. Your feedback genuinely helps us improve, so we appreciate every rating.
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.