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Managing My Support Tickets

  • Updated

Accessing Onna's Ticket Portal

Onna uses a ticketing system to help support customer requests. In this guide, we'll walk through setting up a ticket portal account and how to create or view requests.

Note: Setting up an account is optional. Submitting a ticket can be done by without signing up. 

To set up your account, visit help.onna.com. If you never submitted a ticket, you can create an account by clicking on the Sign up link. If you already submitted a ticket, you are already registered but need to set up a password by clicking the Get a password link.

 

Creating New Requests

When you are logged in, you can submit new requests or view existing tickets. To create a new request, click on the Submit a request link.

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This navigates you to the submit a request form. Fill out the relevant information that describes your request and click the Submit button. When submitting a ticket, we ask that you provide steps to produce the issue or describe in detail what you are trying to accomplish. Providing screenshots of the issue or URL of the source is always helpful.

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View Existing Tickets

To view your existing tickets, click on your profile name and select Requests:

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Here you can view tickets that you submitted, their current status, and more detailed information by clicking on the ticket's subject text.

When viewing the details of the ticket, you can also interact with the agent assigned to your request by entering comments or questions and clicking the Submit button:

 

Ticket Status

  • Open indicates a ticket has been assigned to a 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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