Simpleview's Ticketing System

Introduction 

Simpleview uses a ticketing system to address your requests, questions and concerns related to your Digital Asset Manager (DAM). This system helps us support you efficiently and effectively through clear communication between your business and our DAM Support team. The first part of this article explains the ticketing system. The second part explains how to create, submit and review a ticket. 

Tutorial: Creating and Reviewing Tickets

The following video begins with a quick overview of the Client Portal's features, followed by a thorough explanation of the ticketing system. Designed with new users in mind, the video provides guidance and examples regarding how to create and review tickets.

Tickets are the communication forms that Simpleview uses to allow our clients to send requests, questions or issues related to Simpleview products and services. In the event that someone on our Simpleview DAM Support team is out of the office, the ticketing system allows other Simpleview staff members to assist with questions or issues. This is the primary reason we request that clients communicate with us via the Client Portal ticketing system and not email. 

Simpleview controls access to the ticketing system. Your destination organization communicates to Simpleview which of your staff members should have access to view and/or create tickets.

If your organization has given you access to the ticketing system, you will be able to view and/or create tickets from the Client Portal

What Is the Relationship Between a Ticket and its Project?

To help organize and prioritize work, Simpleview requires that all tickets have an associated project. As a result, Simpleview creates and associates projects with names like “DAM Setup” and “DAM Support" to your organization in the ticketing system.

Users at your organization with access to the ticketing system will see the projects listed within the ‘Products & Services’ section on the left side of the ‘Projects & Tickets’ page. 

How Do I Know Which Project to Associate with a Ticket?

Simpleview’s products and services share general project types, including ‘Setup,’ ‘Support,’ and ‘Work Order.’ You can contact your Simpleview product manager or analyst for assistance with selecting specific projects, but the following descriptions should help you determine which project to select when creating a ticket. 

Setup

Project types that use the word "Setup" are only used for contracted products/services that still need to be implemented or adjusted. You may not see this project since it’s usually associated with an initial product build.

Support

Select a Project type that uses the word "Support" when you need assistance or have issues with a Simpleview product/service. For example, if you need help with tagging a set of images in your Simpleview DAM, you would submit a ticket associated with the "DAM Support" project.

Work Order

Projects of this type relate to contracted work for new or upgraded features to a product/service. 

How Does a Ticket Move through the Simpleview Ticketing System?

Once you have successfully submitted a ticket, the system automatically routes the ticket to the Simpleview DAM Support team. Depending on the nature of the question or issue, the team member managing the ticket either addresses the issue directly or routes the ticket to another team member. 

Ticket Status Definitions

A ticket’s life cycle may also be understood as a series of Ticket Status changes: 

Pending > Assigned > In Progress > Internal Review > Client Review > Closed

• Pending: This status reflects a new ticket that has been submitted to the ticketing system but has not yet been replied to by Simpleview staff. 
• Assigned: This status indicates that the ticket manager or analyst assigned the ticket to a Simpleview staff member. 
• In Progress: This status usually reflects when a Simpleview staff member begins working on the requested items within the ticket. 
• Internal Review: Once a ticket has been addressed, a Simpleview staff member will send the ticket to a team member for review of the latest comments. Comments could be actual development items that have been completed or notes that pertain to a scope of work request/proposal. 
  Additionally, a ticket in ‘Internal Review’ status may reflect that a client has made a comment on the ticket, and the assigned Simpleview staff member should check the information/updates provided by the client. 
  
  Tickets will sometimes go back and forth between Simpleview staff more than once due to testing and review requirements. Because of this, we recommend that your Email Notification settings do not include ticket status updates.
• Client Review: When Simpleview sets a ticket to the ‘Client Review’ status, we ask that our clients actively review the ticket, responding to any questions included in the ticket. Organizations will have up to seven (7) business days to review the ticket. After seven (7) business days, the system automatically closes the ticket due to no response. However, Simpleview recommends that clients actively review and close their tickets. 
  
  Tickets can go back and forth between client and Simpleview staff as many times as needed to achieve resolution to the request/issue. Whenever a client responds to the ticket, the system automatically places the ticket back into ’Internal Review’ status and notifies the manager or analyst responsible for the ticket.
• Closed: This status indicates that the request/issue presented in the ticket has been resolved. If your organization would like to keep working on a ticket/issue that shows as 'Closed,' a Simpleview staff member must reopen the ticket.

How Do I Submit a Ticket to Simpleview?

Some users will not have access to the ticketing systems; others will have view-only access. If you have been granted permission to view and create tickets in Simpleview’s system, you can complete the following steps.

Step One: Access Simpleview’s Client Portal

More information on logging into the Client Portal

Step Two: Open the ‘Projects & Tickets’ page. Access this from either the Main Menu or the Home Page Icon. 

Step Three: Referencing the ‘Products & Services’ menu on the left side of the screen, identify which product/service relates to your ticket request/issue. Click the specific project that matches the nature of your ticket request/issue. 

This article's "How Do I Know Which Project to Associate with a Ticket?" section provides additional information.

Step Four: Click the ‘Create Ticket’ button, and the system will produce the Ticket form.

Step Five: Complete the fields on the ticket. Consult the next section, "Fields on a Ticket," for detailed information about each field. 

Step Six: Click the ‘Submit Ticket’ button at the bottom of the page, and you will see the following confirmation message:

Fields on a Ticket

Ticket fields vary, but the following image is a general representation of a ticket form.

Use the following field descriptions to help you accurately complete tickets:

Project: The system populates this field with the project you selected.

Type: Tickets share three common Types: Question, Request and Report an Error. The Ticket Type selected affects which fields show on the Ticket form.

• Question: Use this ticket Type anytime you have a question regarding a product and/or service that you have purchased from Simpleview. You can also use this to inquire about new ideas and the scope of work to accomplish them.

• Request: Use this ticket Type for any new requests that you would like to submit. All requests are evaluated before assigning to a development team.
  

• Report an Error: Use this ticket Type when you have encountered an error within the DAM system. Please note that we request as much information as possible when submitting an error ticket. The details and examples you provide help us resolve the error in a timely fashion.
  
  In some cases, the Simpleview staff may already be aware of an issue and will be addressing it before you submit a ticket. However, we still recommend that you submit a ticket for all errors or site issues, just in case we have not identified it.

Priority: The Priority that you assign to a ticket helps Simpleview determine the time frame for addressing the request/issue. The Ticket Priority and the description of the issue direct Simpleview’s actions and response time. 

Use the following descriptions to help you select a Priority for your Ticket:

• Minor: Use this priority for requests or questions related to issues with minimal or no interruptions to normal operations. This priority type includes how-to questions, configuration inquiries, enhancement requests and/or documentation questions.
  
  
• Important: Use this priority type for a problem that does not prevent operation of a system but may include minor degradation in performance. The issue described in the ticket causes interruptions in normal operations and can be attributed to malfunctioning or incorrect behavior of the software. Additionally, only a few users or a small number of site visitors will or have been affected. You may have a reasonable way to work around the issue temporarily.
  
  
• Urgent: Tickets with this priority level involve serious interruptions to normal operations. Important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue but in a restricted manner. The problem hinders productivity by users and visitors to a site. The service requested in tickets with the "Urgent" priority requires timely processing because a long-term malfunction could cause serious interruptions for several users and/or negatively impact business decisions.
  
  
• Critical: Assign a ticket a "Critical" priority when the issue causes serious interruptions to the system. The problem described in your ticket has affected or could affect all users of your Simpleview DAM. Use this priority when system tasks that should be carried out immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the system.

Ticket Title: With a 100-character limit, the ticket title should be concise yet descriptive. For example, use "Add Tags to Images” rather than just the vague "Image Additions" or "Tag."

Description: Use this section to provide a detailed explanation of the issue. We appreciate specific examples and welcome screenshots. The details and examples you provide help us answer your questions and address your concerns.

The description field cannot accommodate code or code snippets. If you would like to include code, please attach it as a Notepad or plain text file.

Attach Files: Though not required, this field gives you the option to include files with your ticket. 

Additional User Ticket Notifications: You can use this optional field to include members of your organization on email notifications for the ticket. You can select one or more staff members from the dropdown.

How Do I Review a Ticket?

If you have access to tickets, you will be able to examine the progress of a ticket at any point in its life cycle. Follow these steps to review a ticket. 

1. Access the 'Projects & Tickets' page.
   
2. Locate the ticket. 
   • When in the ‘Client Review’ status, tickets appear at the top of the ‘Projects & Tickets’ page.
     
   • The next section contains details about using the system's Search feature. 
     
3. Click the ‘View Ticket’ button.
   
4. Review the ticket for notes, remaining questions and action items.
   
5. Respond to questions or requests for action by adding a comment to the ticket.
   
6. When Simpleview has fully addressed your question or request, you can select "Yes" for the 'Close Ticket' option.
7. Click the 'Submit Comment' button. 

The image below shows the entire ticket review process, including closing the ticket. 

Locating Tickets Using Filters, Sort and Search Functionality

Finding a ticket may be as simple as scanning the default display of open tickets, but the system also includes functionality to help you narrow your search. 

The image above is a composite view of the available values in the Filters and Sort features. The default values for each filter and sort are highlighted. 

• Filter by Status: The dropdown includes the full range of ticket status options. This filter defaults to 'Open Tickets' to show all tickets actively processed in the system. 

• This article's "Ticket Status Definitions" defines each Ticket's Status. 
• Filter by Priority: Use this filter to display only tickets of a particular Priority, be it Critical, Urgent, Important or Minor. This filter’s default value is “All.”
  
  
• Sort Options: The default for the sort is ‘Last Commented,’ bringing those tickets with the most recent comments to the top of the displayed list. This field does not limit the view, as a filter does, but rather organizes the view of tickets. Other sort options include displaying tickets alphabetically, by Ticket Title, or from newest to oldest.
  
  
• Keyword or Ticket ID: Type in any word from a Ticket title or the Ticket ID number. 
• Before entering anything in the 'Keyword Search' field, set the Status and Priority filter options. This is particularly important if you are searching for Closed tickets as the default view includes only Open tickets. 

Managing Ticket-Related Email Notifications

Open the ‘Managing Ticketing Alerts’ from the Projects Main Menu. If you have access to the ticketing system, you will see a list of the automated email messages sent from the system. 

While you are free to change your email notification preferences, Simpleview suggests that you use the default Email Notifications settings shown below. At the very least, Simpleview suggests that you keep the ‘New comments added to Ticket by Simpleview’ and ‘Ticket status changed to CLIENT REVIEW’ alerts.

• Confirmation when you submit a new ticket: If this notification option is selected, the Simpleview Client Portal ticketing system will send you a confirmation email every time you submit a new ticket to Simpleview.
• Confirmation when you add a new comment: When this checkbox is selected, the system will send you an email every time you add a comment to a ticket.
• New ticket added by Simpleview: With this alert, you will receive an email informing you that a Simpleview team member has created a ticket on your behalf. This may occur when a Simpleview staff member wants to alert you to something that needs to be addressed, or they went ahead and created the ticket based on an email thread or recent conference call where actions items were identified.
• Ticket Closed by Simpleview: Simpleview prefers to have its clients close tickets as part of our desire to make sure you are completely satisfied with the work completed. However, in some instances, Simpleview may close a ticket on your behalf. This notification ensures you receive an email if/when Simpleview closes a ticket.
• Ticket Reopened by Simpleview: This notification alerts you that a Simpleview team member has reopened a ticket. In this case, the ticket may have been mistakenly closed and needs to be addressed further.
• New comments added to Ticket by Simpleview: This alert ensures that you receive an email every time a Simpleview team member adds a communication to a ticket. Simpleview recommends that this notification remains checked so that you will not miss important ticket updates from the team.
• Ticket status changed to ASSIGNED: This status denotes that the ticket has been moved from a ‘Pending’ status to a specific Simpleview staff member’s in-house ticketing queue.
• Ticket status changed to PENDING: This is the initial status of a ticket submitted by a client. This status indicates that the ticket has been received by Simpleview but has yet to be assigned to a specific staff member.
• Ticket status changed to IN PROGRESS: This status reflects that a Simpleview staff member has not only been assigned the ticket but also has begun working on it.
• Ticket status changed to INTERNAL REVIEW: This status indicates that Simpleview staff are checking the progress on the ticket, which may include additional research to complete the ticket and/or reviewing the ticket to ensure all requested work has been addressed before sending it for the client to review.
• Ticket status changed to CLIENT REVIEW: This is an important setting because it indicates the need for a response from the client. The ticket is in one of two states: either complete and needs your review, or it requires your feedback, typically in the form of additional information.