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How to Create and Manage Support Tickets

Onna Support
  • Updated

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How to Create a Support Ticket Account

Onna uses a ticketing system to help support customer requests. You are able to create an account before OR after submitting a support ticket. By creating a support ticket account, you get to see all of your tickets as well as additional information such as ticket status and the entire history of the ticket. By default, you are only able to see the tickets you’ve submitted. However, by request, we can change this setting to allow any Onna user in your organization to see all tickets created across your organization. 

To create a support ticket account to track and manage your tickets, follow the applicable steps below. 

Setting up an account is optional. You are able to submit a ticket without creating an account with our ticketing system.

Creating a New Account BEFORE Submitting a Ticket

Step 1

From the help center homepage, click ‘Sign in’ in the upper right corner of the screen.

 

 

Step 2

On the sign in page, click on the ‘Sign up’ link in the bottom left corner of the screen. 

Tip: You can also take advantage of the Google SSO option to sign up. 

 

 

Step 3

Next you’ll complete the sign up form by entering your name in the ‘Your full name’ field (a), entering your email in the ‘Your email’ field (b) and clicking the blue ‘Sign up’ button (c) at the bottom of the form. 

 

 

Step 4

You’ll now see a confirmation message indicating that the ticketing system received your information, and that you need to check your email to set a password for your account. 

 

 

Step 5

In your email inbox, you should find an email with the subject line ‘Create a password for Onna’. In that email click the ‘Create a password’ link in the middle of the message. 

 

 

Step 6

You’ll now be directed to a new screen where you can fill out a form to create a password. You’ll do this by entering your password into the ‘Your password’ field (a) and then clicking on the blue ‘Set password’ button (b) at the bottom of the form. 

 

 

 

Creating a New Account AFTER Submitting a Ticket

Step 1

From the help center homepage, click ‘Sign in’ in the upper right corner of the screen.

 

 

Step 2

On the sign in page, click on the ‘Get a password’ link in the bottom left corner of the screen. 

 

 

Step 3

Next you’ll complete the ‘Please set makeup with a new password’ form by entering your email in the ‘Email’ field (a) and clicking the blue ‘Submit’ button (b) at the bottom of the form. 

 

 

Step 4

You’ll now see a confirmation message indicating that the ticketing system received your information, and that you need to check your email to set a new password. 

 

 

Step 5

In your email inbox, you should find an email with the subject line ‘Create a password for Onna’. In that email click the ‘Create a password’ link in the middle of the message. 

 

 

Step 6

You’ll now be directed to a new screen where you can fill out a form to create a password. You’ll do this by entering your password into the ‘Your password’ field (a) and then clicking on the blue ‘Set password’ button (b) at the bottom of the form. 

 

 

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How to Create a New Support Ticket

Should you come across a technical problem in Onna, you will want to submit a support ticket to resolve the issue. Please remember that the Onna Support team is here specifically to assist in solving technical issues. If you have another type of question such as a ‘how-to’ question or account specific question, you will want to explore some of the additional support resources available to you as an Onna customer. If you do have a technical issue, you can create a support ticket by following the steps below. 

Step 1

From the Help Center homepage, click on ‘Submit a ticket’ from the menu items at the top of the page. 

 

 

Step 2

You’ll now see a form to fill out to submit a request. You’ll start by entering your email in the ‘Your email address’ field (a). Note that if you have registered for a support ticket account, this field will already be filled in. 

Next, you’ll add the topic of your request in the ‘Subject’ field (b) and select the type of request from the dropdown menu in the ‘Type of Request’ field (c).

Then, you’ll add a description of your request in the ‘Description’ field (d). When entering your description we ask that you provide the steps that produced the issue, or describe in detail what you are trying to accomplish. 

Then scroll to the bottom of the form (e). 

Step 3

On the bottom of the form you’ll be asked to acknowledge that we may need to access your account via API to solve the problem by checking the box under ‘Acknowledgement of Data Access’ (a). 

Next, you’ll be able to provide any attachments that will help our Support Team resolve the issue in the ‘Attachments’ field (b). Providing screenshots of the issue or URL of the source is always helpful.

Finally, you will click the blue ‘Submit’ button (c) at the bottom of the form. 

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How to View Existing Support Tickets

Once you’ve submitted a support ticket you will want to stay up-to-date on the status of that ticket. To do so, you can view existing tickets to get information about their status and see all related communication. Please note that to view existing tickets in our ticketing system you need to have a support ticket account.
To view your existing support tickets, follow the steps below: 

Step 1

After logging into your support ticket account, click on your name to bring up a dropdown menu in the upper right corner of the screen. Then, click on ‘Requests’ in the menu. 

 

 

Step 2

You’ll now be taken to the ‘My requests’ page where you will see a list of all support tickets you’ve submitted. For each ticket you’ve submitted, you’ll see:
  • The subject you entered for the ticket in the ‘Subject’ column (a)
  • The ticket id number assigned by our ticketing system in the ‘Id’ column (b)
  • How many days ago the ticket was submitted in the ‘Created’ column (c)
  • The last update on the ticket in the ‘Last activity’ column (d). 
  • The status of your support ticket (e). 

 

Ticket Status Definitions

  • OPEN indicates a ticket has been assigned to a Technical Support Engineer and is in progress. You can view all open tickets using the Open tickets view.
  • PENDING indicates the Support Engineer is waiting for more information from you. You can view all pending tickets using the Pending tickets view. When you respond and add a new comment, the ticket status is automatically reset to Open.
  • SOLVED indicates the Support Engineer has submitted a solution.

Note: You can reopen the ticket after it has been set to Solved by responding back and adding a new comment. For example, perhaps you disagree that the support issue was resolved or something new that invalidates the fix.

 

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