Knowledge Base

Creating a Ticket From the System Tray

Article ID: 141
Last updated: 24 Jan, 2020

Creating a new ticket from the system tray

Although your computer is being monitored and issues remotely managed, users may find themselves identifying problems that may not be detected on the back end. When users identify an issue, or need some guidance, they can easily create a service request from their desktop. Submitting a service ticket from the system tray provides a great deal of information, to aid in assisting you. and provides an easy user interface to securly submit a screen shot of the issue at hand. Likewise, ticket responses can be submitted back within the same application.

Creating a ticket from the system tray.

  1. In the lower right corner, locate the blue Magoo shield.
    • Right click the blue shield to display your options.
  2. Select "create a service ticket
    • From the service ticket screen
      • Enter your email address
      • Select the importance of the issue
      • Select attach screenshot to take a screenshot of your current screen if desired
      • Enter a short description in the subject field
      • Enter a detailed description in the message field
      • Select send

Ticket Process

Tickets are processed by:

  1. Your subscription plan, and;
  2. Your plan service level agreement, and;
  3. The severity of your request, and;
  4. The number of users effected

All service tickets are completed and archived in your account for future reference. Detailed explanation of the issue and corrective actions will be provided to the ticket requester. You will also have the opportunity to cancel, modify, and close your request. If you feel your request is not being handled in an appropriate timeline, feel free to contact our support team at 217-318-3084 Ext 3.

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Article ID: 141
Last updated: 24 Jan, 2020
Revision: 3
Views: 18
Comments: 0