How do I log a ticket?

The Ticketing Centre is your go-to portal for any form of support, help, or enhancements needed beyond what you can find on the Xoro Help portal. When you're in need of further assistance, then you can log a ticket to reach out to our support team.

Logging a ticket

Logging a ticket is a straightforward process. It involves entering the important details about the issue, such as apt description of the issue, severity, type of assistance needed, and the module corresponding to the issue.

To log a ticket, go to Menu > Utilities > Tickets > Ticket

Ticket Details Fields

Field	Description
Subject	Provide a clear and concise title for the issue.
Sequence	Input the sequence or order of the ticket, if applicable.
Is Onboarding Ticket?	Select this option if you are logging in an onboarding ticket.
Is Article Ticket?	Select this option if you are logging in an article ticket.
Severity	Select the severity of the issue. The available options are: - Low: Indicates a non-urgent issue. Tickets with low priority are placed lower in the resolution queue. - Normal: These tickets are added to the queue and are prioritized above low priority tickets. - High: Use this for issues or concerns that need timely attention from our team. - Urgent: Reserved for “Mission Critical” errors or issues causing significant operational disruption. These tickets are given top priority.
Type	Select the type of the ticket. This depicts the kind of issue you are facing. Please Note: Choosing the correct 'Type' is crucial for a swift resolution, as it dictates how your ticket gets routed within our system.
Module	Specify the primary module the issue pertains to, such as Data Uploads, Sales, Purchase, Inventory, etc.
Sub Module	Indicate a more specific area within the selected module that the issue is related to. For example, within the Sales module, this could be Invoice, Sales Receipt, Estimate, Customer, etc.
Requester	Select the requester of the ticket from the available users in the system.
Watchers	List the users in the system who should be notified about updates on the ticket. These users won't be the primary contacts but will be kept in the loop.
Enable email notification for watcher(s)	If this option is selected, a notification email will be sent to all watcher(s) email for any status change or comment added to the ticket.
Description	Provide a detailed explanation of the issue, including any steps to reproduce it, errors encountered, and the expected versus actual results. The more detailed your description, the easier it will be for the support team to diagnose and address the issue. Use the "Drag and drop images/documents below" option to add images or any other documents to the ticket description.

Once all details are filled, click ‘Submit’ on the top right corner of the page to log a ticket into the system.