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Cloud Support

Cloud Support is a request to create an interaction between users and our support team. Users can create tickets when user want to get assistance from the support team, encounter any issues, or convey their suggestions to stimulate us to improve our products/services. Users can create a ticket about any questions or issues related to invoicing, sales, or technical topics. A member of our support team will respond to the user as soon as possible.

How to Access Cloud Support​

Users can find the "Support" module button at the end of the left menu on the console of the DT Cloud website.

How to Create a Ticket​

  1. After the user opens the Cloud Support page, if the user hasn't created any tickets before, the user will see the "Create A Ticket" button. Click on this button to start creating a ticket, If the user has created tickets before, when the user opens the Cloud Support page user will see the list of them. On this page click on the "Add New" button to start creating a ticket.

  2. On the Create A Ticket page user will see 3 options;

  • Billing
  • Sales
  • Technical Request
  1. After selecting the issue topic, the user needs to specify the details of the issue. The information that the user needs to specify are;
  • Summary: In this field the user must enter a brief and clear description of your issue.
  • Priority: Must select the urgency of the issue as "Low", "Medium" or "High".
  • Category: Must select the category of issue.
  • Description: In this field the user must enter a detailed explanation of your issue.
  • Attachment: In this section, the user can add or drop any file(s) as an attachment to help our support team understand the issue thoroughly.
  1. Click the "Send" button to create a ticket.

Ticket Transaction Process​

After creating the ticket, the user will be redirected to the Tickets list page. On this page, the user can see all of the tickets with their information (such as type, reference, summary, status, updated date, and created date) that the user has created so far. Also, the user can use the search box to find certain tickets or filter tickets based on their status or request types.

Users can click on a created ticket from the ticket list page to see its details and interact with the support team related to it. After clicking on the ticket, the ticket details page will open and can see the ticket's details that the user has entered while creating it (summary, priority, category, description, your email, ticket creation date, and time) as well as the status, updated date, and ticket type. Additionally, on this page, there is an activity section that allows you to communicate with the support team.

From the Activity section, the user sends comments and any files as well as sees support team members' messages related to the ticket.