Sending a Support Ticket to OnRamp

September 13, 2016

The OnRamp “Create Support Ticket” feature provides users with an easy to use form to submit support requests. Not only can users submit general support tickets they can also request new features, custom reports or they can suggest updates to existing OnRamp features.

To send a support ticket select “Help” from the main menu navigation then “Create Support Ticket”.

Begin by typing the title of your request. If there are any similar support request, a list of previously sent tickets will appear in the “Similar Tickets” box.

For more information on the status of a similar request double click on the ticket ID number to open the “Review OnRamp Support Tickets [S2391]” screen. Details of the request progress will be found in the “Development Progress” field.

Next check the ticket priority box, the default priority for all tickets is medium.

Select the associated screen ID from the drop down menu then in the “Description” field write down your request details. You can also attach a file to the ticket. For example; MS Word, Excel, Powerpoint, PDF or image files like JPG and PNG.

Before you click Submit you have the option to set up “Issue Updates” if you wish to receive notifications. Here is a short Quick Tip on how to send up these notifications in OnRamp.

Once you are happy with the information provided click the “Submit” button. When your support request has been assigned to one of the OnRamp support team, you will be sent a notification email. You will also receive an additional email notification when the request has been resolved and released or if the ticket has been closed with no action taken. A ticket that is closed without any action is usually resolved by another means and requires no assistance from the support team.

We hope that you found this tutorial helpful.