Ticketing Inbox

MyLightedge ticketing can be found on your Dashboard or on the dedicated Support & Ticketing page under the Ticketing and Support section in the left sidebar.

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Searching for Tickets

Ticketing permits you to manage, filter by status, search by ticket subject, your tickets, or a specific ticket number, and submit new tickets.

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How to Create a New Ticket

You can create a ticket by selecting the “+New Ticket” icon. The following attributes will direct your creation of the Lightedge ticket:

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  1. Subject and Description: The Subject is a brief indicator of what the ticket is about. The Description should be a detailed description of the issue you would like to be addressed by our support experts.

  2. Device (Asset Tag - Service Tag): Select the environment, deployment, or device this ticket is affecting.

  3. Priority: Selecting the appropriate ticket priority ensures our teams prioritize your enquiry to ensure your success is maintained.

    1. Urgent: Urgent tickets are reviewed immediately. Select this priority if your environments, deployments, workloads, applications or services are encountering severe issues that are directly affecting your company or your customers.

    2. High: Select this priority if your issue deserves attention as soon as possible.

    3. Normal: Selecting this priority means we are attending to your High priority issues first before addressing this ticket.

    4. Low: Tickets are reviewed once higher priority issues have been reviewed.

  4. Attachment: Providing a screenshot, documents, metric or file snapshot or dumps as attachments can help our experts investigate the issue faster.

How to View Ticket Details

Once a new ticket is created or an existing ticket is clicked on to be viewed, each ticket’s details can be viewed via the ‘Ticket Details Preview’. This preview allows you to:

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  1. Copy the ticket link to be shared

  2. Open the ticket in a full page view (which allows for easier comments adding and editing)

  3. Edit your ticket’s CCed stakeholders or the Requestor for the ticket (NOTE: You can now carbon copy someone who is not a MyLightedge user by typing in their full email address)

  4. Review or add comments

  5. Review and/or download associated files

Email Notifications from Tickets

When a ticket is created, the requestor will receive an email notification that the ticket was created. When a person is carbon copied on a ticket they will be sent an email notification every time a new comment is added to a ticket.