This guide will show you, an LBP Union team member, how to respond to tickets on LBP Union's support site, powered by Zammad.
Not a team member and looking for support with your account? Please visit our Contact page to find the channel that's best for you.
Using the Overviews Screen
The Overviews screen will show you several 'overview' categories. These are ways of grouping tickets by their status. The most useful overview is 'Unassigned and Open Tickets'. This will show you all tickets that have not been claimed and are currently open. Other overviews include:
- My Assigned Tickets: if you have assigned a ticket to yourself or someone else has assigned you a ticket and that ticket is open, it will appear here.
- Beacon Support Overview: this will show all tickets in the Beacon Support group.
- Security Tickets: this will show you all tickets in the Security group.
A 'group' in Zammad is a ticket's 'topic'. For example: emailing support@lbpunion.com automatically sorts a ticket into the Beacon Support group.
Managing a Ticket
When you open a single ticket on desktop, you're presented with a chat-like interface.
Setting a Ticket Owner
If you intend to respond to a ticket, you should claim the ticket by assigning yourself as the owner with the sidebar drop down. This will help you get additional notifications if you have that set up. Alternatively, you can subscribe to the ticket. If you do not assign the ticket to a user, it will remain in the Unassigned and Open Tickets overview.
Correcting a Ticket Group
If you believe a ticket is in the wrong group, you can update the group with the sidebar drop down.
Setting the Ticket's State
If the ticket is ready to be closed, set it to 'Closed'. However, if anyone responds to the ticket (for example, to say 'thanks'), it will open again.
Responding to the Ticket
You can respond to the ticket using the chat interface, but be careful how you respond; there are a few options to respond:
- Email: the preferred option. This sends an email from support@lbpunion.com or security@lbpunion.com back to the user.
- 'Public' Note: a note which appears in the web interface and can be seen by the user if they are logged into the support portal. They are not notified about this, so we prefer not to use this option.
- 'Private' Note: a note which appears in the web interface and can only be seen by other support team members. This is useful for leaving documentation about a ticket.
Always make sure you're sending an email to reply to the user. The behavior of the web interface can be a little tricky and may default to a private note instead of an email if you aren't deliberate!
Add Links
The 'Add Links' feature on the right sidebar can be used to link a ticket to another ticket. This is useful if you think a ticket is a duplicate of another (sometimes people email the inbox twice).