You have an IT issue. So, you take action and contact Solid Systems. Your issue, in our system, is logged with a ‘ticket’.
This ticket is our ‘job card’ for your issue or request. It contains your problem or request, contact person, resolution, appointments, tasks, history, time-entries and, importantly, its priority status (which is based on the priority of the issue and your customer SLA).
If you need to log a ticket, the best way of contacting us is to email your detailed request to email@example.com.
Once it’s in the ticket system and until it’s completed, the ticket is fully tracked and visible, and its status clearly identified. A ticket reference number will look like T20130726.0014. (The date forms the prefix of the number).