How do I manage and track my support tickets?

You can manage and track your Remote support tickets in two ways: through the Support Monitor in the Remote chat interface, or through the Remote Help Center. This article walks you through both methods.
 

How do I view and search for tickets in the Support Monitor?

The Support Monitor lets you track all your active conversations and ticket history in one place. You can access it at any time from the bottom right-hand corner of your screen.

1. Click the Support icon in the bottom right-hand corner of the screen.
2. Select View support tickets to access your support dashboard.
   
   
    
3. Choose a view based on your needs:
   • Select Created by me to see requests you submitted.
   • Select I'm in CC to view tickets where you have been copied.
4. Use the Search bar to find tickets by keywords or specific content (for example, "Darth").
5. Narrow your results by using the Conversation status or Creation date filters.
6. Click Reset to clear all active filters and return to the full list.

How do I respond to a ticket and manage CCs?

Once you have opened a ticket, you can communicate with support and keep other team members informed.

1. Click on the ticket you wish to open to view the full conversation transcript.
2. Type your message in the reply field.
3. To include others in the conversation, click Add CC.
   • As an employer, you can select and add the employee directly from a list.
   • Alternatively, enter any email address on demand to add them to the ticket.
4. Click the attachment icon if you need to Attach an image or file to your response.

5. Click Send to update the ticket.

   Note: While you can add new CCs to a ticket at any time, you cannot remove the original requester from the conversation.

How will I receive notifications about ticket updates?

When a response is recorded on a ticket, you will receive a notification directly within the Remote app. Clicking on this notification will take you directly to the updated ticket so you can continue the conversation.

Still have questions? Reach out via live messaging for help with your specific situation.