Managing support tickets

the support tickets page helps you track and manage support requests submitted through kyndryl bridge from a single location, you can monitor ticket status, communicate with support agents, review issue details, and track progress toward resolution accessing support tickets from the main menu , go to → → support tickets the support tickets page displays the total number of tickets created by an account, along with a create request docid\ nfbfvqtijz6zesjmhg8b9 card, which allows you to create a new support ticket if you are a platform administrator, the total tickets card values displayed may vary depending on the filters used in the tickets table list otherwise, you can see only the tickets you requested within the account support tickets table the support tickets table provides a list with the following information ticket id unique identifier associated with your support ticket title title of your issue impact level of impact that you have assessed in your issue urgency level of urgency that you have assessed in your issue status status of your support ticket request service name name of the service that you are experiencing the issue with submitted by email address of the user submitting the issue last update date when your ticket was last updated by a support agent or yourself actions ability to interact with your support ticket select the action that corresponds to the status of your ticket support tickets status following is the list of possible statuses for the support tickets, along with the actions you can take new your ticket has been submitted and is waiting for a support agent to acknowledge it you can view the ticket details open your ticket has been acknowledged by a support agent and is currently being worked on you can view the ticket details awaiting info the support agent needs more information or clarification from you to resolve your ticket please reply to the agent's comments you can view the ticket details resolved the support agent has proposed a solution for your ticket please confirm or decline the proposed solution you can view the ticket details closed your ticket has been resolved to your satisfaction you can view the ticket details use the pagination actions at the bottom of the page to navigate through all your support requests to learn about the levels of priority, go to support framework docid\ jju ddksgmlcvnihwkpih filtering support tickets you may filter your tickets based on the following criteria status all status, new, open, awaiting info, resolved, closed submitted by only kyndryl bridge platform administrators can see this filter, which displays the tickets created by all users under that enterprise account (all from account), or only the tickets created by yourself (me) tickets created by ‘me’ is the default and only value if you do not have kyndryl bridge platform administrator permissions last update all dates, last week, last month, last 3 months, last 6 months, last year search you may also use the search bar to find the tickets that you are looking for faster the columns that can be searched on include ticket id, title, impact, and urgency viewing ticket details when you trigger the view details action from the support tickets table list, a new page is opened, which shows detailed information about your ticket it also allows you to interact with a support agent discussion section the discussion section allows you to interact with a support agent who will help you out with troubleshooting and fixing your issue you can post all your comments and questions to clarify any doubts that you or the support team may have confirming or declining resolution after the support team has assessed your issue, they will propose a resolution before closing the ticket to guarantee that you are satisfied with the solution and that the issue has been fixed to your satisfaction this is marked with the status resolved you have the following options confirm make sure that you confirm if your issue has been fixed in this way, you will let our support team know that the ticket can be closed if we do not hear from you in 3 business days, the ticket will automatically be closed, and you will no longer be able to interact with this ticket for any unresolved issues, you will need to open a new ticket decline make sure that you provide a reason why you feel your issue has not been resolved the support team will reopen the ticket and will troubleshoot the issue one more time to guarantee your satisfaction