The Minerets Support System employs a comprehensive notification system to keep users and support teams informed about critical actions. Here’s an overview of the notifications triggered for various events. The Minerets Support System boasts a robust notification system designed to ensure seamless communication and keep both users and support teams informed about critical actions and updates. Here’s a comprehensive overview of the notifications triggered for various events: Create a Customer User: Users receive prompt notifications upon successful creation of their accounts, ensuring they are promptly informed about their new access credentials and system access. Create a Ticket: Customers are promptly notified upon successfully creating a new support ticket. This notification furnishes details about the created ticket, confirming its submission and providing reassurance that their support request has been received and acknowledged. Reply to Ticket: Customers are kept informed when their submitted tickets undergo updates or modifications. Reminder: Customers receive timely reminders, enhancing user engagement and ensuring critical tasks are addressed promptly and efficiently. Customer-Initiated Reminders: The system allows customers to send reminders to the support team for follow-up or assistance, facilitating seamless communication and proactive engagement between customers and support personnel.
Overview Dashboard
The Minerets Support System Dashboard serves as a central hub where users can effortlessly monitor key performance indicators (KPIs) and track essential ticketrelated metrics. Tailored to meet the needs of different user roles, the dashboard provides insightful data to facilitate informed decision-making and enhance support operations efficiency. Customer Dashboard Overview: The Customer Dashboard offers a comprehensive yet concise overview of recent metrics and ticket statuses, empowering users with the necessary information to stay informed about their support interactions. Here are the key features: KPI Display Chart Visualization
Integration with the MILicense
Our MiSupport is seamlessly integrated with the Milicense system to ensure the validity of licenses for ticketing purposes. This integration enables the system to perform regular checks on the expiration dates of customer licenses, determining the eligibility of users to create and submit support tickets. License Status: Multi-Product License: Viewing Product’s Expiry Date On the users’ page, you can easily access essential details about your product licenses, including their expiry dates. This allows you to stay informed about the status of your licenses and take appropriate action if necessary. Product Information: At the top of the Users page, you will find a section dedicated to displaying your product licenses and their associated expiry dates. This section provides a clear overview of the products you have licenses for and their current status.
Submission & Confirmation
Upon successful submission of a ticket through the support system, users are presented with a confirmation screen that acknowledges the completion of their request. This confirmation screen provides essential details and options to ensure a seamless experience. Below are the key components of the confirmation screen:
Ticket Form
Create a New Ticket Form The “Create New Ticket” form provides a streamlined process for users to submit their queries, concerns, or requests to the support team. Below are the key components of the form:
Status Workflow
The ticket status workflow delineates the progression of tickets through various stages, providing clarity and structure to the support process. Below are the defined statuses along with their corresponding descriptions: Active Released Released Number Assignment: Upon selecting the “Released” status for a ticket, support personnel are prompted to input a “Released Number.” This number serves as a unique identifier associated with the release, facilitating tracking and reference for future inquiries or follow-ups. Closed
List Components
Ticketlist Overview
The Ticket List option provides users with a comprehensive view of support tickets.. Here’s an in-depth look at the key features: Filter and Sorting Options To enhance the ticket management experience, we’ve introduced robust filtering and sorting options that allow you to streamline your workflow efficiently. These options are designed to provide you with greater control and flexibility in managing your tickets effectively. Filtering With our filtering functionality, you can easily narrow down your ticket list based on specific criteria such as product, issue category, and ticket status. This allows you to focus on the tickets that are most relevant to your current priorities, ensuring that you can address them promptly and effectively. Sorting Our sorting options empower you to organize your ticket list to match your workflow seamlessly. You can arrange tickets in ascending or descending order based on various criteria. Viewing Ticket Details Upon clicking on a specific ticket, users gain access to a wealth of essential information to facilitate efficient resolution. The detailed ticket view provides a comprehensive overview, encompassing attachments, a thorough history log, and crucial information.
User Management
Account Settings
Members have specific account management functionalities within the Minerets Support System: Profile Settings Password Management Account Security