From the dashboard, go to tickets section and click on it.

Here you can manage all tickets, generated by your customers.

First you need to select the product for which you want to check the tickets for, as shown below in the picture.

After selecting the product, you will see the list of tickets generated by your customers.

You can see their ticket id, email, date and time on which they have raised the ticket, subject of the ticket, priority of the ticket, and status of the ticket.

Under the action tab, there is a button to view the ticket, click on it to view the ticket as shown below in the image,

On the next page you will see that ticket, on the very top, you can see the subject of the ticket, below that you can see the ticket id and ticket priority.

Below that, you can see the product name for which the ticket has been generated by your customer and his email address.

On the right side, you can see the date and time of the ticket on which it was submitted.

Below that, you can see the complete description of the ticket.

Read it and reply your customer with appropriate answer.

Also, you can attach up to three file or screen shots to make your customer understand better, about the issue they are facing.

After that you can select the status of your reply.

You can select open, in progress, and close status according to your reply.

Once done, click on submit button to send your reply to your customer and it will give you a success message as shown below in the image,

After that, you can see the same conversation between you and that customer.

Now again click on tickets section from the dashboard menu.

There are couple of ways to sort the tickets.

You can click on ticket id, date and time, and subject to sort the tickets.

Also, you can sort tickets using status button and priority button on the top.

There is a search button available if you want to search tickets.

To search the tickets, you need to enter the ticket subject or the ticket ID and then click on search icon, it will show you the ticket that you have searched for.

This was all about tickets section.

I believe this was helpful.

Thank You for having a look at this Step-by-Step Training but if you still find any

difficulty in using MyIMUniversity then Feel Free to Contact our Help-Desk at

http://bizomart.kayako.com