Tickets

Note

This section is only available if you have a support agreement with ID

Use this section to show all support tickets you have with ID. By default, it will only show open tickets, but the checkbox at the top will show all, including closed and resolved tickets.

We use FreshDesk from Freshworks to maintain our helpdesk system. The initiator of a ticket is the only person that can view that ticket within the Freshdesk Portal, unless the contact for the ticket is changed.

Within MyMercury, you are able to view all tickets raised by any person in your organisation, so this can be useful for seeing the state of a ticket raised by someone who may be on leave.

Clicking on a ticket will open that ticket's full conversation.

There's a button at the bottom of the panel showing the conversation that will open your email client and automatically set the subject such that the email reply will be added to the ticket.