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Review, Comment on, and Request Modifications to Ticketing System Form Submissions

Review, Comment on, and Request Modifications to Ticketing System Form Submissions

Also searched as: review support tickets, ticket submissions, approve/reject ticket requests, ticket comments

Once you post a Ticketing System form to your website and members begin submitting requests, you need to review those submissions and approve, reject, or request modifications so they meet your organization's standards.

 How to Open Submissions for a Ticket

  1. Click the Forms tab on the vertical Dashboard menu (left side of screen).
  2. Click the Ticketing System tab.
  3. In the "Tickets" window, locate your Ticketing System form in the list.
  4. In the Actions column, open the three-dots menu and choose View Results to open the submissions window.

 Reviewing a Submission

  1. The submissions window has three tabs: Pending, Approved, and Rejected. In the Pending tab, click the View Submission icon (blue eyeball) to review a member's request.
  2. The REQUEST DETAILS section (left side) shows the information the member submitted. If the form includes file upload fields and the member attached a document, the filename appears as a link next to that field.
  3. At the bottom of REQUEST DETAILS, the Approve and Reject buttons finalize the ticket's status.
    • Once approved or rejected, no one can alter the submission.
    • You and the member can still exchange comments afterward in the TICKET COMMENTS area (right side).
  4. Below REQUEST DETAILS, the ATTACHMENTS area shows documents attached to comments (not to the original request — those appear only in REQUEST DETAILS).

 Adding Comments

  1. In the TICKET COMMENTS area, your name, administrative status, comment date, and message appear above each comment you add.
    • Admin-only comment: Activate the "Admin Only Comment" checkbox below the message box. These comments show a grey background and are marked "This comment is viewable by admin only."
      • Important: if you click Request More Info to send a comment as a change request, the member will see it even if "Admin Only Comment" is checked.

    • Request a modification: Enter your message and click Request More Info.
    • Send a general comment (no info request): Enter your message and click Add Comment.
    • Attach a file to a comment: Click the include attachments link and locate the file.
    • Cancel a comment before posting: Click Cancel.
 Returning to the Submissions List

Click the back to tickets link at the top left corner of the window, or press Esc.