Submit Ticket
Click on the �Submit Ticket� icon to begin submit a new ticket. Select a department from the list
that follows. Average support time is displayed at the bottom so that the visitor knows what to expect.
When you have selected the department you are looking for click on �Next.�
You will then be asked to fill out all your required fields such as: Name, Email, Subject, Importance,
and any other required chosen fields. Complete any optional fields that apply to your support request.
You can use formatting tags or add attachments as necessary Type in a message and then
click on �Next� to submit your ticket. If your support query is close to an article in the knowledge
base than the instant response system presents you with a series of matching articles. You can
continue submitting your ticket or if one of the articles matches your query you can cancel your
ticket. If the instant response does not find matching articles your ticket is simply submitted.
Instant Response System
When enabled the Instant Response improves support efficiency by solving problems before they
arise. Properly address your users concerns and reduce support traffic by allowing users to post
questions. Instant response works to find matching articles even before they submit a ticket. When
a visitor submits a ticket from your knowledgebase, KnowledgeBuilder will automatically search your
articles and present them to visitors before submitting the question.
