The Customer Ticket Portal provides access to your tickets, or if authorized - your Company’s tickets, where you may view their history and add updates or attachments.
Where to find the Customer Ticket Portal
Our support portal can be found at https://help.texadasoftware.com/tickets.
I am unable to log into the Ticket Portal
- Try resetting your password on the Ticket Portal login page
- If you do not receive the password reset email, please raise a ticket with us.
How to log into the Customer Ticket Portal
If your email address is known in our contact database, you may use the Forgot Password link to establish your password and login. If you do not receive a password reset email, after checking your Junk email folder, please contact your Texada rep to have your email set up in our database and associated with the proper company record.
*Note: submitting a ticket does not require logging in, and may be done from our Customer Help Center.
Once logged in you will be able to see and interact with your existing tickets.
How to see all tickets entered for your company
By default, and for privacy reasons, each login will only see the tickets they have created. By request to our Support Team we can set you up to view all your Company’s tickets, allowing you to interact with, export or update each ticket associated with your company, regardless of who submitted them.
Creating a Support Case
The Customer Ticket Portal links to our Customer Help Center from which tickets may be submitted. Any method listed in this article can be used to raise a Support Ticket which, once raised, will be visible in the Support Portal.
Updating a ticket by email
When a case is created or updated, an email will be sent to you. If you reply to this email, the case will be updated for one of our Coordinators to see and act accordingly.
Updating a ticket through the Ticket Portal
On the Ticket Details page of each ticket, you will find a comment form allowing updating that ticket with further details, direction or attachments.
A submission confirmation text will appear confirming the comment was properly submitted
Ticket List
The main page of our Customer Ticket Portal shows your ticket list. The fields used to create your case will contain the values you have input. In addition you will see the following fields:
- Ticket ID - useful for referencing your ticket when working with us.
- Ticket Status - described in further detail in this article
- Create date - lists the date the ticket was created.
- Severity - filled in by Texada Support according to our Service Levels.
- Customer Priority - used to understand the customer context of the issue, described here
- Target End Date - Optionally filled in by Texada Support if there is a known ETA available.
Filter the Ticket List
Above the ticket list are a series of colorful buttons, allowing you to filter the list throught he Show Filters button, the Filter Open Tickets button, or reset what was done using the Clear Filters button.
The Show Filters button allows filtering on each field of the list. Each filter option also supports holding down the CTRL button to enable multiple selections.
In addition to being able to filter the ticket list, each column may be sorted.
Exporting the Ticket List
The ticket list may be exported by using the Export as CSV button. Doing so will export all records shown, including subsequent pages. If the list is unfiltered - all tickets will be exported. If the list is filtered, only the records that are shown will be exported.
Closing a case
Within the Ticket Details page, each case contains a Close Ticket button on the left navigation at the bottom of the ticket fields
Additionally, on the main ticket list, individual tickets may be selected and bulk closed using the Close Selected Tickets option.
