Post/Ticket Management

Respond to and manage Posts or Tickets.

Table of Contents

1. How do I ask or answer questions relating to a post or ticket?
2. How do I mark discussions or comments that I like?
3. How do I update the priority of a ticket?
4. How do I resolve a ticket?
5. How do I reopen a ticket?
6. How do I close a ticket?

How do I ask or answer questions relating to a post or ticket?

You can add comments on posts or tickets on the Dashboard, API Board, and App Board.

• Comment functionality is the same for both post and ticket topic types.
• When you submit a comment, a notification is issued to the Dashboard of your app’s team members, those platform members who decide to follow an API, and the initiator of a discussion, ticket, or comment.
• A comment can include up to 1250 characters.
• The default view for each topic displays two comments. When three are more comments are added, you can view additional comments by clicking the View all x comments link.
• After viewing additional comments, you can click Collapse comments to return to the default view.

To add a comment:

1. Navigate to the post or ticket you would like to comment on.
2. Below the post or ticket, the Write a comment... text box displays. Type your comment text. To add new paragraphs or lines press Return.
3. To post the comment click Post.

To mark a post:

1. Navigate to a post you would like to identify with positive feedback.
2. On the post, click Mark (Hand Icon). The indicator toggles to Unmark (Thumbs Up Icon).

To unmark a post:

1. Navigate to a post where you would like to remove positive feedback.
2. On the post, click Unmark (Thumbs Up Icon). The indicator toggles to Mark (Hand Icon).

To view a listing of most marked comments:

1. Select the Most Marked option from the Sort By sort control.

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How do I mark discussions or comments that I like?

You can identify discussion topics and associated comments with positive feedback using the Mark function.

• The platform totals the number of times a post is marked and you can then filter topics in the App Board, and API Board using the Most Marked filter.
• You can also unmark a post.

To mark a post:

1. Navigate to a post you would like identify with positive feedback.
2. On the post, click Mark (Hand Icon). The indicator toggles to Unmark (Thumbs Up Icon).

To unmark a post:

1. Navigate to a post where you would like to remove positive feedback.
2. On the post, click Unmark (Thumbs Up Icon). The indicator toggles to Mark (Hand Icon).

To view a listing of most marked comments:

1. Select the Most Marked option from the Sort By sort control.

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How do I update the priority of a ticket?

Each ticket includes an Update Priority function that allows you to update the ticket priority through different phases of the problem troubleshooting process. The creator of a ticket can update priority.

To update the priority of a ticket:

1. Navigate to a ticket for which you would like to update the priority.
2. Click Edit Priority. An Update priority of this ticket comment area, and Priority drop-down menu displays.
3. Select the new priority to assign the ticket (Minor, Major, Critical) and enter a comment.
4. Click Confirm to submit your changes.

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How do I resolve a ticket?

Each ticket includes a Resolve function that allows you to specify the resolution and close the ticket. The creator of a ticket, an app team member, or a Business Admin can resolve a ticket.

To resolve a ticket:

1. Navigate to a ticket for which you would like to update the status.
2. Click Resolve. The Resolve this ticket comment area displays.
3. Enter a resolution comment.
4. Click Confirm to submit your changes. The ticket is marked with a Resolved status, and the Reopen button displays.

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How do I reopen a ticket?

If for some reason it becomes necessary to open a resolved ticket, you can do so by clicking the Reopen button.

To reopen a ticket:

1. Navigate to a ticket for you would like to reopen.
2. Click Reopen. The Reopen this ticket comment area displays.
3. Enter a reason for reopening the ticket.
4. Click Confirm to submit your changes. The ticket is marked with a Reopen status, and the Resolve button displays.

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How do I close a ticket?

If you would like to close a ticket, you can do so by clicking the Close button. The creator of a ticket, an app team member, or a Business Admin can close a ticket.

To close a ticket:

1. Navigate to a ticket you would like to close.
2. Click Close. The Close this ticket comment area displays.
3. Enter a reason for closing the ticket.
4. Click Confirm to submit your changes. The ticket is marked with a Closed status, and the Reopen button displays.

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