Prismara DeskHow-to guide
Track and update a ticket
After you raise a ticket you can follow its progress, answer questions from the service desk and add more information.
Before you begin
Section titled “Before you begin”- You need access to Prismara Desk, or the confirmation email for a ticket you raised by email.
Check the status
Section titled “Check the status”-
In Prismara Desk, select My tickets.
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Find your ticket. The Status column shows where it is.
Screenshot pendingThe My tickets list with status badges for several example tickets -
Select the ticket to see the full history.
| Status | What it means |
|---|---|
| New | Received, not yet picked up. |
| In progress | An agent is working on it. |
| Waiting for you | The agent needs an answer or information from you. |
| Resolved | The agent believes it is fixed. |
| Closed | Finished. Closed tickets can’t be reopened. |
Reply and attach files
Section titled “Reply and attach files”-
Open the ticket.
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Type your message in the Reply box.
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Select Attach files and choose the files to add. Each file can be up to 25 MB.
Screenshot pendingThe Reply box on a ticket with one attached screenshot shown below it -
Select Send. If the status was Waiting for you, it changes back to In progress.
You can also reply to any email about the ticket. Your reply and attachments are added to the ticket.
Reopen a resolved ticket
Section titled “Reopen a resolved ticket”If the problem comes back after your ticket is resolved:
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Open the ticket.
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Select Reopen.
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Explain what is still wrong and select Send.
Screenshot pendingA resolved ticket with the Reopen button highlighted