Roboyo Ticketing Portal

Ticket Portal User Manual

As a customer of Roboyo Managed Services you can reach out to us anytime via our Ticketing Portal. The advantage of streamlining communication via the ticketing portal is that both you - as a client - and Roboyo as service provider can receive, track and follow-up on any requests in a structured and efficient way. The portal allows you to see the status of tickets from both yourself and your colleagues at any time. Moreover, there is a Knowledge Base available within the Ticketing Portal, that gives answers on frequently asked questions and how-to instructions on specific topics.

1. Self-Sign up

You can register to our portal under https://support.roboyo.global.
Just click in “Sign Up” in any of the options indicated in figure 1.
Figure 1. Sign UpFigure 1. Sign Up

In the Sign-Up window (Figure 2) you will have to complete the information requested (Name, Email and captcha). After you have done this press the “Sign Up” button.
Figure 2. Complete information requested for signing up.Figure 2. Complete information requested for signing up.
If sign up is successful, you will see a confirmation screen (see figure 3) and you will receive an email requesting you to confirm your registration.
Figure 3. Successful sign-up screenFigure 3. Successful sign-up screen


2. Overview of the Ticketing Portal functions

Figure 4. Main page overview
Figure 4. Main page overview
The interface of the portal has multiple functions: 
1. Under “Knowledge Base” you will find self-help articles for general problems.
2. Under “My Area” you can see the already created tickets.
3. In the “search tickets” bar you can search for a specific ticket or knowledge base article
4. Here you can see your profile
5. Us the “+” sign to create a new ticket. 
6. In the overview under “My Area” you can see your current tickets with their respective status, tickets from your colleagues as well as tickets in which you are mentioned in the CC.

3. Submit your request by opening up a ticket

Click the “+” sign from figure 4 and select “Submit a ticket” (figure 5) to navigate to the ticket form.
Figure 5. Submit ticketFigure 5. Submit ticket
Please fill the form with as much relevant information as possible. The more detailed the description, the faster the support will be able to diagnose and resolve your request. Examples of useful information for diagnosing can be:
• Including details on when the incident happened and how often,
• Any ideas on potential root causes, i.e. application performance issues,
• Error screenshots,
• Logfile
• Any other information that the user may consider relevant.

If it is a very urgent ticket, choose the priority accordingly. Roboyo will request more details if necessary for the diagnosis or resolution of the ticket.
Figure 6: submitting a request via the ticket form

4. Check the ticket status


Within “My Area” you can see the status of any ticket you or your colleagues have opened.
  1. Open - New: The ticket has been submitted or we have received a reply from you. Expect Roboyo to get back in touch with you soon.
  2. Open - Work in Progress: The ticket is being processed. Roboyo is investigating the error cause.
  3. On Hold - Waiting for Response: Roboyo has questions or needs more information from you about your request. The processing will be continued after the you or of your colleagues replies.
  4. On Hold – Resolving: The error cause has been diagnosed, and Roboyo is working on getting an answer or resolving the issue.
  5. On Hold – Backlog: This status can be used can only be processes at a certain time in the future or when they do not have a priority, i.e. when we need to wait for an application update in the client environment.
  6. Closed: The ticket is resolved. Please take some time to give us feedback by rating the ticket in the Closed Notification. 
Figure 7. Example of a ticket with status “Diagnosing”

5. Reply to a ticket

If you click on a ticket in “My Area”, a new screen opens that gives more details on a specific ticket.
Figure 8. Detailed view of a ticket.Figure 8. Detailed view of a ticket.

Click “Reply” in order to write us a message regarding the ticket. A text field for a message will then appear.
Figure 9. Reply on a ticketFigure 9. Reply on a ticket

6. Find answers in the Knowledge Base

It may be worthwhile checking out the Knowledge Base before opening a ticket, as it could be that there is an article that gives an answer to your question. In the “Search” box the user can look for articles related to the issue by typing a search text.
Figure 10. Knowledge BaseFigure 10. Knowledge Base

7. FAQ

Why did I not receive an email confirmation after I did the self-sign up for the Ticketing Portal?
It could be that your organization has marked the mail confirmation as SPAM. Please check you SPAM-inbox.

Who can I contact when I experience issues with the Ticketing Portal?
If you experience any issues during sign-up or while using the Ticketing Portal, you can always send an email to our Managed Services team under support@roboyo.global. We will be glad to assist you!

How can I re-open a closed ticket?
If you sent a reply to a closed ticket this will automatically re-open the ticket.

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