Post/Ticket Management

Respond to and manage Posts or Tickets.

Table of Contents

How do I ask or answer questions relating to a post or ticket?

You can add comments on posts or tickets on the Action Dashboard, API Forum, and App Forum.

  • Comment functionality is the same for both post and ticket topic types.
  • When you submit a comment, a notification is issued to the Action Dashboard of your app’s team members, those platform members who decide to follow an API, and the initiator of a discussion, ticket, or comment.
  • A comment can include up to 1250 characters.
  • The default view for each topic displays two comments. When three are more comments are added, you can view additional comments by clicking the View all x comments link.
  • After viewing additional comments, you can click Collapse comments to return to the default view.

To add a comment

  1. Go to the post or ticket you would like to comment on.
  2. Below the post or ticket, the Write a comment... text box displays. Type your comment text. If Markdown is available, you can also add formatting and use inline images and uploaded files. For information about the Markdown feature, see Using Markdown.
  3. To post the comment click Post.

To mark a post

  1. Go to a post you would like to identify with positive feedback.
  2. On the post, click Mark (Hand Icon). The indicator toggles to Unmark (Thumbs Up Icon).

To unmark a post

  1. Go to a post where you would like to remove positive feedback.
  2. On the post, click Unmark (Thumbs Up Icon). The indicator toggles to Mark (Hand Icon).

To view a listing of most marked comments

  1. In the Sort By sort control, choose Most Marked.

How do I mark discussions or comments that I like?

You can identify discussion topics and associated comments with positive feedback using the Mark function.

  • The platform totals the number of times a post is marked and you can then filter topics in the App Forum and API Forum using the Most Marked filter.
  • You can also unmark a post.

To mark a post

  1. Go to a post you would like identify with positive feedback.
  2. On the post, click Mark (Hand Icon). The indicator toggles to Unmark (Thumbs Up Icon).

To unmark a post

  1. Go to a post where you would like to remove positive feedback.
  2. On the post, click Unmark (Thumbs Up Icon). The indicator toggles to Mark (Hand Icon).

To view a listing of most marked comments

  1. In the Sort By sort control, choose Most Marked.

How do I update the priority of a ticket?

Each ticket includes an Update Priority function that allows you to update the ticket priority through different phases of the problem troubleshooting process. The creator of a ticket can update priority.

To update the priority of a ticket

  1. Go to a ticket for which you would like to update the priority.
  2. Click Edit Priority. An Update priority of this ticket comment area, and Priority drop-down menu displays.
  3. Select the new priority to assign the ticket (Minor, Major, Critical) and enter a comment.
  4. Click Confirm to submit your changes.

How do I resolve a ticket?

Each ticket includes a Resolve function that allows you to specify the resolution and close the ticket. The creator of a ticket, an app team member, or a Business Admin can resolve a ticket.

To resolve a ticket

  1. Go to a ticket for which you would like to update the status.
  2. Click Resolve. The Resolve this ticket comment area displays.
  3. Enter a resolution comment.
  4. Click Confirm to submit your changes. The ticket is marked with a Resolved status, and the Reopen button displays.

How do I reopen a ticket?

If for some reason it becomes necessary to open a resolved ticket, you can do so by clicking the Reopen button.

To reopen a ticket

  1. Go to a ticket for you would like to reopen.
  2. Click Reopen. The Reopen this ticket comment area displays.
  3. Enter a reason for reopening the ticket.
  4. Click Confirm to submit your changes. The ticket is marked with a Reopen status, and the Resolve button displays.

How do I close a ticket?

If you would like to close a ticket, you can do so by clicking the Close button. The creator of a ticket, an app team member, or a Business Admin can close a ticket.

To close a ticket

  1. Go to a ticket you would like to close.
  2. Click Close. The Close this ticket comment area displays.
  3. Enter a reason for closing the ticket.
  4. Click Confirm to submit your changes. The ticket is marked with a Closed status, and the Reopen button displays.