Logging a Ticket
Quick guide to creating support tickets on the customer portal
On the online support portal, you can;
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Report an Issue - this option should be used when there is a problem with Mantle and something isn’t working as expected
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Request a Service - this option should be used to request assistance in using Mantle or to raise a request for a feature or data change in Mantle
- You should then provide as much information as possible to allow Mantle Support to adequately address your ticket. You must provide information on 'Subject', 'Ticket Type' and 'Description'. You can also attach files to your ticket.
- Once you hit the 'Submit' button, your ticket will be created and you will receive email confirmation.
Quick guide to checking the progress of your tickets
- At any point, you can login and check the status of the tickets you have raised by using the left hand navigation bar and choosing Tickets:
- You can filter your tickets based on their 'Status' by using the drop down as shown below:
All Tickets view
Choosing All Tickets will show every ticket you have raised, no matter what the status of the ticket is.
Open or Pending tickets
When tickets are logged, their status will be Open status by default. Mantle Support can change the status of the ticket to Pending when they are awaiting a response from the requester (you) or if they're waiting for more information from a third party.
Resolved or Closed
The ticket is marked as Resolved when Mantle Support provides a solution for your ticket. The ticket is marked as Closed when you confirm resolution.