Support

NAVIGATION  Left navigation menu > Support

SECURITY  All roles

On the Support page, you create and manage the support tickets you have opened with Kaseya Helpdesk.

The key areas to note on this page are as follows:  

  1. Widgets and tabs: Use the widgets to filter the support ticket information as described in the following table.

    Widget Description

    Pending Action

    Click to show all support tickets that require an action. These are tickets where our technicians have set the ticket status to Action Required or Pending Your Action. These tickets are awaiting a response from you and will not proceed unless you provide the response.
    Open Click to show all support tickets with a status of Open.
    Closed Click to show all support tickets that were resolved in the last 30 days.

    To further filter the support ticket information on this page, click one of the following tabs:

    Tab Description
    Requester Click to show all tickets that you submitted yourself (default option).
    CC Click to show all tickets where you were CC'ed.
    Company Click to show all tickets submitted by everyone in your company.
  2. Search bar: Use to search the ticket list by keyword, filter by one or more ticket statuses, or search for tickets that were updated during a specific date range.

  3. Ticket list: Up to 100 tickets can be displayed at a time. Sort the list by clicking the Updated or the Status column.

How to...