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Version: 3.5

Issue Support Tickets

Issue support tickets to the CelerData support team to get technical support, and track and manage the tickets within the CelerData Cloud BYOC console.

Assign a user for support ticket creation​

important

Only console users with the Account admin role or the Role management privilege can assign users access to support ticket creation.

  1. Sign in to the CelerData Cloud BYOC console
  2. In the left-side navigation pane, choose Support.
  3. On the Support page, click Assign Users.
  4. In the Assign Users for Support Ticket Creation dialog box, search the console user whom you want to assign in the Available Users section, and click the Assign button next to their username.
  5. The assigned user appears in the Currently Assigned Users section. They will receive an invitation email for activating a Zendesk account for CelerData services. They need to activate their Zendesk account to track the tickets they have issued.
note
  • You can assign up to 5 console users for support ticket creation.
  • Console users with the Account admin role are automatically assigned with the access, and they do not count towards the limit.
  • Check the Spam folder if the assigned users cannot find the invitation email in the inbox.

Create a support ticket​

important

Only the following console users can create support tickets:

  • Users with the Account admin role.
  • Users with the access to support ticket creation and the View cluster privilege.

  1. Sign in to the CelerData Cloud BYOC console

  2. In the left-side navigation pane, choose Support.

  3. On the Support page, click Create ticket.

  4. In the Create Support Ticket dialog box, configure as follows:

    a. Select the type of the ticket you want to issue from the Ticket Type drop-down list. You can choose Cluster Related or Non-cluster Related (Billing, Account Management, etc.). For Cluster Related tickets, you also need to select the specific cluster from the Select Cluster drop-down list, and choose whether the cluster is for production use.

    b. Select the severity of the ticket from the Severity drop-down list. You can choose Critical, High, Medium, or Low.

    c. Enter a brief summary for the ticket you want to create in the Summary field.

    d. Enter the detailed information for the ticket you want to create in the Description field.

    e. Optionally upload files or attachments in the Attachments section when necessary.

  5. Click Create Ticket to submit the ticket.

View support tickets​

  1. Sign in to the CelerData Cloud BYOC console
  2. In the left-side navigation pane, choose Support.
  3. On the Support page, you can view the tickets created within this account, search tickets by the Summary field, and filter tickets by the ticket status (Open, Pending, Solved, and Closed).
  4. You can also view the ticket in your Zendesk console by clicking the External Link button in the Zendesk field.

Unassign a user​

important

Only console users with the Account admin role or the Role management privilege can unassign users.

  1. Sign in to the CelerData Cloud BYOC console
  2. In the left-side navigation pane, choose Support.
  3. On the Support page, click Assign Users.
  4. In the Assign Users for Support Ticket Creation dialog box, search the console user whom you want to unassign in the Currently Assigned Users section, and click the Unassign button next to their username.
note

You cannot unassign console users with the Account admin role.