Welcome to the Symbol Security Ticketing System! We have built ticket management directly into your existing admin interface. This means you can manage support workflows, completely eliminating the need to log into external third-party portals.
💡 Key Benefits for Your Team
- All-in-One Interface: No more switching tools or managing separate external logins. Everything you need to support your clients is built right into the platform you use every day.
- Built-In Security: Access is strictly controlled by your existing team hierarchy. Standard members see limited views, while MSP and company owners see exactly the tickets they are scoped to manage.
- Seamless Collaboration: Easily loop in teammates, format your notes, and share screenshots directly inside the thread for faster resolutions.
🛠️ How It Works
1. Accessing Your Tickets
There are multiple ways to access your ticketing dashboard:
- From the main navigation bar, click on the Lifebuoy icon (🛟). This will open your main Ticketing List.
- Open the Global Search and click on “Ticketing Portal”.
- Direct access from the URL: https://app.symbolsecurity.com/tickets
2. Creating a New Ticket
Need to submit a new request?.
- In the main header of the Ticketing List, click the “New Ticket” button.
- Fill in the required fields: Title and Details.
- Select one or more Companies that this issue applies to.
- (Optional) Drag and drop any relevant attachments (like screenshots or logs).
- Click Submit.
📧 Tip: You can also generate a ticket automatically just by sending an email from your registered account to [email protected].
3. Managing and Filtering the List
If you are managing multiple clients or high volumes of requests, you can quickly find what you need using our built-in filters. At the top of your ticket list, you can filter by:
- Company(s)
- Status (Acknowledged, In Progress, Confirming, Resolved)
- Date Period
4. Replying and Collaborating
Once you click into a ticket thread, collaborating with Symbol Support or your team is simple:
- Rich Text Formatting: Use text styling to format your messages clearly.
- File Attachments: Upload files and screenshots directly into your replies to show exactly what is happening.
- Teammate Tagging: Assign or tag your colleagues in a ticket thread so they can immediately access it, stay updated, and reply.
🔔 Staying Updated
The Bell Icon (🔔) in the main platform header will display notifications whenever:
- A ticket is assigned to you.
- A teammate replies to an active thread.
- A ticket status changes.
🔒 Ticket Resolution
To maintain clean records and clear history, once a ticket has been marked as Resolved, the thread is locked, and no more comments can be added. If a related issue comes up later, simply open a new ticket and reference the old one.
-———-
🙋 Frequently Asked Questions (FAQs)
Q1: Who can see the tickets I create?
A: Ticket visibility is completely controlled by your existing platform user roles. Account owners and MSP-level admins can see all tickets across managed organizations. Standard team members have limited views, and child-company admins can only view tickets linked to their specific company tenant.
Q2: Can I reopen a ticket once it has been marked as “Resolved”?
A: No. To ensure accurate history and audit logs, once a ticket is marked as Resolved, it is permanently locked and no further comments or attachments can be added. If a new issue comes up or the problem returns, please click the “New Ticket” button to start a fresh thread.
Q3: How do my teammates know if I tag them in a ticket?
A: When you tag a colleague inside a ticket thread, they will instantly receive a notification under the Bell Icon (🔔) in their main system header. This gives them immediate access to the thread so they can view the details and reply.
Q4: Can I create a single ticket that applies to multiple clients?
A: Yes! When creating a “New Ticket” from the dashboard, you can select one or multiple companies from the dropdown menu. This is highly useful for MSPs handling a widespread issue that impacts more than one tenant at the same time.
Q5: Can I still open a ticket by email instead of logging into the app?
A: Absolutely. You can still generate a ticket automatically by emailing [email protected] from your registered account email. However, logging in and clicking the Lifebuoy icon (🛟) gives you access to full rich-text formatting, easy teammate tagging, and multi-company filtering.