My Service Tickets
On the My Service Tickets page, you can submit service tickets, view service ticket progress, and view service ticket details. This helps you learn about service ticket status and ensure that service tickets are handled in a timely and effective manner, improving user experience.
Prerequisites
You have logged in to ESM as an administrator.
Authorization
- Click Customer Service the upper right corner of the page.
- In the navigation pane, choose My Service Tickets.
- Perform related tasks by referring to Table 1.
Table 1 Operations about service tickets Operation
Description
Step
Viewing all service tickets
Allows you to view all service tickets.
On the My Service Tickets page, you can:
- Click the All, To be confirmed, Processing, or Assigned tab page to view service tickets.
- Search for a service ticket by ticket number or by entering a keyword.
- View service tickets by issue type, like all, consultation, and fault reporting.
Viewing details of a service ticket
Allows you to view details of a service ticket.
- In the service ticket list, locate a ticket and click its name.
- In the dialog box, view dialog information and processing details.
- Ticket details: View the ticket information on the right of the dialog box.
- Closing a ticket: After confirming that the issue is solved, you can close the ticket.
- Deleting a ticket: If a ticket is not required, you can delete it.
Creating a service ticket
Allows you to submit a service ticket to resolve an issue.
- Click Create a Service Ticket.
- In the Issue Description area, select a site, service, and issue type, enter an issue description, and click Next.
- In the Basic Information area, select a contact method, and enter your mobile number or email address.
- Click I have read and agree to the Ticket Service Agreement. and click Create a Service Ticket.
- On the ticket service page, view the ticket submission status and wait for engineers to contact you.
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