📖10.2. Managing tickets

10.2.1. How to manage tickets

To manage and follow tickets you sent and our responses, you could follow these steps:

Step 1: Sign in your account

Sign in the page Managing tickets with the email you use to register a Metric account.

Step 2: View your tickets

After successfully logging in, the list of created tickets would be displayed on the screen for you to follow.

To view ticket details, you could click on the title of that ticket.

10.2.2. Types of ticket

There are 02 types of tickets including:

• Service support (or "Hỗ trợ dịch vụ"): for support requests such as contracts, payments and other services regarding account information.

• Technical support (or "Hỗ trợ kỹ thuật"): for technical support requests, errors encountered and suggestions while using Metric products.

10.2.3. Statuses of a ticket

Tickets would have these following statuses:

• Pending to accept ( or “Đang chờ tiếp nhận”): The ticket has been created and initiated, but has not been accepted by the customer service staff.

• Accepted (or “Đã tiếp nhận”): Ticket has been received and routed to the customer service staff.

• Processing (or “Đang xử lý”): The support department has received and is working on your request.

• Completed (or “Đã hoàn thành”): After 1 day the ticket has been resolved and your request has been completed by our Support Department, if you did not respond with information, the ticket would automatically close and show the status "Completed".

In case you want to reopen the ticket, you should select the ticket and respond with relevant content, our Support Department will receive, reopen and continue to process that ticket.

In addition, you could search for tickets by title or by the ID number appearing at the beginning of the title, and you could also classify tickets by classification including: service support, technical support or both.

For any further requests, please contact hotline [phone], or send to email: [e-mail] for advice and answers.