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How to Raise a Ticket on Plumm

Summary

Plumm’s ticketing system allows users to raise, manage, and track support tickets directly within the platform. This helps ensure quick issue resolution, clear communication, and efficient follow-up between users and support teams.

 


In this article

  • Before you begin
  • Step 1: Create a Ticket
  • Step 2:  Manage Tickets
  • Step 3: Add the Files After Creating a Ticket
  •  Frequently Asked Questions (FAQ)

Before you begin

  • To use the ticketing system in Plumm, ensure you have:
    • An active Plumm account
    • Only Super Admin and Admin users can raise a ticket in the system

Step 1: Create a Ticket

  1. Click the “?” icon from the top navigation bar or user settings menu
  2. Select Raise Ticket from the available options
  3. Click on the + Add Ticket button
  4. Enter a short and clear title for your issue
  5. Select the relevant feature name related to the issue (e.g. Time Off, Hire, Money)
  6. Choose the appropriate priority level:
    • High
    • Medium
    • Low
  7. Add a detailed description explaining the issue
  8. Optionally, click Attach to upload supporting files such as screenshots or documents
  9. Click Submit to create and send the ticket for review

Step 2. Manage Tickets

  1. Navigate to the Ticketing Section from your dashboard
  2. View all tickets you have created
  3. Click on a ticket to open and view its details
  4. Add comments or additional information if updates are required
  5. Track the ticket status to monitor progress:
    • Created
    • Cancelled
    • Under Investigation
    • In Implementation
    • In Development
    • In Progress

Step 3. Add the Files After Creating a Ticket

  1. Go to the Ticketing Section
  2. Open the ticket you want to update
  3. Scroll to the Attachment Section on the left side of the ticket
  4. Click the “+” icon to upload additional files such as screenshots or documents

Frequently Asked Questions (FAQ)

1.  How do I create a ticket?
  • Click the “?” icon at the top right of the page, select Raise Ticket, click + Add Ticket, complete the required details, and click Submit.

2.  Can I attach files to my ticket?
  • Yes. You can attach files such as screenshots or documents while creating or updating a ticket.

3.  How do I track the status of my ticket?

  • You can view the status of your ticket in the Ticketing Section. Statuses may include Created, Cancelled, Under Investigation, In Implementation, In Development, and In Progress.
 

4.  How do I view the details of a ticket?

  • Open the Ticketing Section and click on any ticket to view its complete details, including the title, description, attachments, and current status.
 

5.  Who can raise a ticket in Plumm?

Only Super Admin and Admin can raise a ticket in the Plumm ticketing system.