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How to open and follow a ticket in the portal

Updated

Who can use tickets: users with the Admin or Support role.

Where: the Support Tickets page in the Admin Portal (portal.paymitto.com/support-tickets).

Create a ticket

  1. Open the transfer the issue is about, and create the ticket from there. This links the transfer for us.
  2. Choose one of the four ticket types.
  3. Set the priority.
  4. Attach screenshots or files if they help.
  5. Submit.

Follow a ticket

  • The ticket list has tabs for All Tickets, My Tickets and RFI. The RFI tab shows every information request for your organization, not just the ones assigned to you.
  • Ticket updates are emailed to the portal user who opened the ticket.
  • Reply on the same ticket. Keep the whole conversation in one place.
  • Anyone on your team with the Support or Admin role can pick up a ticket from the all-tickets list and reply.

"Unread" in the ticket list is tracked per portal login. It doesn't mean nobody at your organization has seen the ticket.

For screens, ticket statuses and file attachment limits, see Support Ticket Management in the developer documentation.