How to track a task and leave comments

A partner can has 2 variants of tracking the tickets:

1.The first variant is quick one just to have a look the status of a ticket:

• Go to customer portal
• Click on "tickets" tab in the right upper corner as it's shown on the screenshot below
• Have a look on the statuses of your tasks

N.B. If you click on the title of ticket, you will fall into more detailed information about a ticket and leave/read comments there

2.  If you need to see more detailed information about a task/ leave a comment as you missed smth important/ ask a question about a task, you can do it in Freshdesk:

•  Please either follow this link, or click on necessary task in customer portal menu, or  just choose in Fresdesk tab "Tickets" at the left sidebar.
• The list with the tickets you can filter if you need (filter menu is at the right sidebar in tickets tab). After choosing necessary filters, click on "Apply" button.

When you open a ticket in Freshdesk, you can check all detailed information (status, priority, comments and so on):

1. If you need to change ticket priority, do it in priority menu as it's shown on screenshot and click on "update" button

2. If you forgot to mention smth in the ticket while creating, click on "add note" button and write down missing information

3. Notes of other people you'll also see inside the task at the top of the page

4. If you need to discuss smth about a task or ask a question, please use "threads-start a discussion" button (don't hesitate to tag anna n in this discussion)

If you have any questions please contact account management team in skype.