UC-Line Ticketing System

Using Tickets for Support

There are three methods to get technical support. You can call between 9am and 6pm Eastern Time at 888-770-0971; you can send an email to support@nsvconnect.com; or you can enter a ticket in the UC-Line Ticketing System. This is done in the UC-Line portal and affords a simple way to ask for help and track any requests that have been made.

1. View Existing Tickets

Log in to the UC-Line Portal and click on Tickets in the left menu pane.

The following window will open with a view of any tickets that have been entered and you can see the status in the first column.

1	Search by Subject	Allows you to search using free text to find an existing ticket
2	Search by Status	Allows you to find a ticket based on its status (see #3 below)
3	Status	Shows the status for this ticket
		Open - Support team currently working on the issue
		Pending - Awaiting a response or update from a key party, which could be the ticket issuer, or another interested party
		On Hold - Ticket has been escalated to the next-level support team, which could be Tier 2, Tier 3, the porting provider, the development team, etc.
		Solved - Ticket has been fully resolved
		Closed - Ticket has been closed pending further results/investigations (for an ongoing issue, if there is a response to this ticket within 30 days, the same ticket will be reopened; if a response is entered after 30 days, it will create a new ticket)
4		Edit - Opens the edit window where you can see the ticket details and add to the ticket information
5	Create New Ticket	Allows you to create a new ticket

2. Edit a Ticket

To edit an existing ticket or see its details, click on the [Edit] button.

On the left side of the screen, you can see the status, the ticket ID, and which user entered the ticket, along with the created and last updated date and time stamps.

You can click on the [Return to the list] button to go back to the ticket list.

The right side of the screen shows the ticket.

The original comments entered by the person who created the ticket appear at the top of the screen. From there, all the rest of the comments will be in reverse chronological order, with the latest information on top. Below all the existing comments is a dialog box allowing you to comment on the ticket as you need to; you will also have the ability to add attachments to help illustrate the issue if that is requested by the support team. Various text formatting tools are also available.

3. Create a Ticket

From the ticket screen, click on the [Create a new ticket] button to start the process.

Enter any necessary information as requested and click on the [Add+] button to submit the ticket.