Virtual Communications Express Create a Quick Ticket

Transcription

1 Create a Quick Ticket Step 1: Access the Verizon Enterprise Center You can create a trouble ticket and view ticket status, including milestones and activity log, from the sign in page without logging in. 1. Go to The Business sign in screen appears. Figure 1 Business Sign In 2. Click Create a repair ticket under Quick tasks. The Quick Ticket pop-up appears.

2 Step 2: Identify Service Figure 2 Identify Service 3. Select I know my Service ID. 4. Enter the VCE telephone number that is having a problem in the Service ID field. The format should be 1+10 digit number, e.g., Click Next. The Verify Service screen appears. Figure 3 Verify Service 6. Enter your Company Name, Service Location, and Account Number. 7. Click Continue. The Enter Ticket Information screen appears. 2

3 Step 3: Enter Ticket Information Figure 4 Enter Ticket Information 8. Enter all required and relevant contact information. 9. Indicate if you are the primary contact for the ticket. 10. Scroll to Enter Site Information. 3

4 Enter Site Information Figure 5 Enter Ticket Information 11. Enter the Contact Name, Contact Number, Country, and when the equipment can be accessed. 12. Enter any Special Access Details, if applicable. 13. Scroll to Enter Ticket Details. 4

5 Enter Ticket Details The details you provide on this ticket depend on the issue you are having. Figure 6 Enter Ticket Information 14. Enter the relevant details for the issue you are experiencing. Provide as much detail as possible. 15. Scroll to the bottom of the screen and click Submit. The information you entered is verified and a ticket number is generated. The Primary Contact receives an notification of the submitted ticket. Record the ticket number for future reference. Use the PIN with the full ticket number to track your ticket in Quick Status. The PIN is the first three characters of your first name. 5

6 Quick Status You can view the status of a ticket from the sign in page without logging in. 1. Go to The Business sign in screen appears. 2. Click Check status of a ticket. The Quick Tasks pop-up appears. Figure 7 Quick Tasks 3. Enter the Ticket Number. 4. Enter the PIN. The PIN is the first three characters of the first name of the primary contact on the ticket. 5. Click Go. The Quick Status screen appears. 6

7 Figure 8 Quick Status 6. Click Update to update the ticket, if applicable: Add Comment Add Customer Ticket Number Confirm Repair or Request Close Provide Test Release Request Escalation Update Site Access Information Update Site Access and Verify Power Verify Power and Equipment 7

8 7. Click Add Attachment to add any relevant information to the ticket, if applicable. 8. Click Manage Notifications to specify who should receive an notification on this ticket. 9. Scroll to view the ACTIVITY LOG and MILESTONES. Activity Log Figure 9 Quick Status - Activity Log 1. Click Filter to filter the types of activity you want to view. 2. Select the activity types. 3. Click Apply. 8

9 Milestones You can monitor the progress of your ticket toward resolution. The current milestone is highlighted in yellow, however, when a ticket requires customer intervention, the milestone is shown in red. Click the MILESTONES tab. Figure 10 Milestones 9

10 Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon products: Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.16 June 2016