Create

Q: How do I create a new support ticket when I am viewing an existing ticket?

A: Clicking the GroundWork square icon at the top center of the screen allows you to create a new ticket from within a ticket.

Share

Q: How can I share a support ticket with others in my company?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Locate the support ticket you wish to share, then on the right side of the screen click Share.

Status

Q: How can I change the status of a support ticket?

A: The status of a support ticket is based on the configured workflow. Ticket status will change when agent or customer actions are submitted, such as commenting, sharing, escalating, resolving or cancelling a request. Initially tickets will show the status of Waiting for Support and be assigned to Unassigned.

Resolve

Q: How do I resolve a support ticket?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Locate the support ticket you wish to resolve, then on the right side of the screen click Resolve this issue.

Reopen

Q: How can I reopen a support ticket?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Locate the support ticket you wish to reopen, on the left side of the screen add a new comment which will reopen the ticket and update the status to Waiting for support.

Priority

Q: How do I change support ticket priority?

A: After an issue has been created, you cannot directly change the Priority of a support ticket, the ticket Priority can only be edited by a GroundWork agent. You can escalate a ticket, see next.

Escalate

Q: How do I escalate a support ticket?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Locate the support ticket you wish to escalate, then on the right side of the screen click Escalate.

Cancel

Q: How do I cancel a support ticket?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Locate the support ticket you wish to cancel, then on the right side of the screen click Cancel request.

View

Q: How can I view all my support tickets?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Click your profile icon in the top right corner, then select All Requests (your requests and associated organization requests). Selecting My Requests lists only the requests you've created, "Organization" lists requests that you are associated with in an organization.

managing requests 1

Interact

Q: How do I interact within a support request? 

A: Go to www.support8.gwos.com, click Submit a Ticket and log in.

  • Click your profile icon in the top right corner, then select All Requests. 
  • Clicking a ticket reference number from the list of requests (e.g., JSD-213) lets you view the ticket details and add comments. 
  • You can choose to Share, Escalate, Resolve, or Cancel the request. You will receive notifications of ticket updates unless you opt out.
  • You can also submit a new ticket from this location by clicking the GroundWork square icon at the top center of the page.

managing requests 3

Search

Q: How do I filter and search my support requests?

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Click your profile icon in the top right corner, then select All Requests. On the left side of the screen you can choose to filter by status, created by, and request type. You can also search requests from this location.

managing requests 2

Password

Q: How can I change my Service Desk password.

A: Go to www.support8.gwos.com, click Submit a Ticket and log in. Click your profile icon in the top right corner, then select Profile and Change password.