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How to Raise a Support Ticket with Velociti Solutions

  • Updated

How to Raise a Support Ticket and Access the Support System

The main way of raising a ticket is by going to the self-service support portal here 

Note: you cannot view attachments in tickets unless you log into the portal, the portal also provides a very holistic view of open tickets, therefore we recommend this method of raising tickets.

Raising a Ticket via the Support Portal

  • Log in with your login information (email address and password)
  • You will then be redirected to the dashboard

  • Click on the "Submit a request" underlined button at the top of the page.
  • Select the category - Bus Support, Rail Support or a general request
  • Fill out the information on the Submit a request page

Graphical user interface, text, application, email Description automatically generated

Information Required in a Ticket

  • Issue Summary (Ticket subject) – A brief overview of the issue, for example: I cannot log onto the web application
  • Issue Details – A more detailed description, for example: When I enter my password a pop-up box appears stating that I have entered an incorrect password.
  • Product Name - please select the product that your issue pertains to.
  • Platform – Please select the platform that your issue relates to e.g. is the issue occurring on a mobile app, locally installed software, web application
  • Attachments - Please provide as much information as you can, and you can include screenshots by dragging them into the Attachments section or you can use the email you will receive after the ticket is logged to provide any additional files and screenshots by replying/forwarding.

Ensuring you include all this information in your tickets helps us to solve your issues as efficiently as possible.

When everything is filled in, click the “Submit” button

 

Tips and Tricks for Raising Tickets

  • Raise one ticket per issue
  • It is useful to include the version of the application and which browser and operating system you are using
  • You can attach screenshots and documents to your ticket to help us further with our investigation
  • Where possible try to give us detailed steps on how to recreate the issue you are seeing and what you did just before you had the issue

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