Ticket Raising for Campus Ambassador and Student Portals

The process of raising a support ticket on Eduveda is seamlessly available to both campus ambassadors and students. Each user group has access to a dedicated portal tailored to their role; campus ambassadors use the CA portal, while students access the student portal. Regardless of the selected portal, the ticket creation workflow and steps remain consistent for all users. After logging into the respective dashboard, the user can initiate a ticket by selecting the appropriate option, providing details such as category, priority, and a clear description of the issue or request. This unified system ensures that all users benefit from a streamlined process, efficient handling, and prompt support, while maintaining role-specific accessibility through their individual dashboards.

For CA:-

link: https://internship.eduveda.academy/dashboard/tickets

For Students:-

link: https://myclass.eduveda.academy/dashboard/tickets

Support tickets are the primary way for users to get help with technical issues, feature requests, billing concerns, and general queries on online portals like Eduveda. This blog provides a step-by-step walkthrough for raising a ticket, comprehensively explaining dashboard elements, criteria, statuses, and priorities.

Dashboard Overview

The Eduveda support ticket dashboard offers a structured interface to manage, track, and filter all support requests.

• Navigation Menu: The left sidebar contains essential links, including Home, Profile, Work, Wallet, Leaderboard, Certificate, Counsellor, and Tickets. Selecting “Tickets” leads to the support ticket dashboard.

• User Info: The top-right corner displays the user’s name and role for quick identification.

• Ticket Summary Widgets: At the top of the dashboard, widgets summarize ticket activity:

• Total Tickets

• Open Tickets

• In Progress

• Resolved Tickets

• Closed Tickets

Each box shows the current count for the respective status, making it easy to monitor ongoing and completed requests.

Dashboard Layout and Features

The main dashboard presents essential modules on the left, including access to Profile, Work, Wallet, Leaderboard, Certificate, Counsellor, and Tickets. Selecting the “Tickets” section opens the support management area.

The upper section of the dashboard highlights the current state of all tickets. There are summary boxes showing the total number of tickets, tickets that are open, tickets in progress, resolved tickets, and closed tickets. These counters offer a snapshot of all support activities at a glance. Below the summary, a search bar allows users to quickly locate tickets using a title, keyword, description, or ticket ID. Several dropdown menus are found here for fine-tuning the list: filter by status, priority, and category to view only the relevant set of tickets.

Ticket Filter and Search Options

To make it easy to manage large numbers of tickets, various dropdown filters are available. Tickets can be filtered by their status, which includes options like open, in progress, resolved, or closed. Filtering by priority sorts tickets into low, medium, high, or urgent, helping to prioritize issues needing immediate attention. The category filter groups tickets as technical, billing, general, feature requests, or bug reports, so each support request gets directed to the right team. All filters can be used together to narrow down the search and quickly find the exact tickets needed.

Ticket Status Explanation

Every ticket moves through several possible statuses. “Open” indicates a new ticket that has been submitted and awaits review. “In Progress” means the support team is currently working on it. Once the issue is addressed, the ticket is marked as “Resolved.” When the request is fully completed and requires no further action, the ticket status becomes “Closed.” The status filter helps users see which queries are pending, ongoing, or finalized.

Ticket Priorities

When raising a ticket, the priority can be set as low, medium, high, or urgent. Setting the correct priority is important so the most critical problems get solved quickly. Low priority is generally for minor issues or suggestions. Medium priority is used for standard inquiries that do not need immediate intervention. High priority should be reserved for issues that impact your workflow, while urgent should only be chosen for critical issues causing major interruptions.

Categories and Criteria for Tickets

Categories ensure the ticket is routed to the relevant expert team. “Technical” is used for any system errors or bug-related issues. “Billing” addresses payment, fees, or invoice queries. “General” is for any miscellaneous support queries or information requests. For improvement or new feature ideas, select “Feature Request.” Use “Bug Report” to notify the support team about specific faults or system errors. The correct category selection speeds up ticket handling and helps support staff address the right issues efficiently.

Step-by-Step: Raising a Support Ticket

Start by clicking the “Create Ticket” button visible on the dashboard. A form will pop up requesting these essential details:

• A title summarizing your issue.

• Select the relevant category from the dropdown menu.

• Choose the priority level based on urgency.

• Provide a detailed description, including error messages, context, and steps to reproduce the problem.

• Optionally, upload screenshots or images to clarify the issue.

"At the bottom of the form, a tips section suggests including clear and specific information, error messages, and browser/device details if applicable. Once the details are entered, press the “Create Ticket” button to submit your support request."

Managing and Monitoring Your Tickets

After submission, the dashboard will display the ticket in accordance with chosen status, priority, and category. Users can check ongoing communication with the support team, upload additional files if needed, and monitor progress as the status changes from open to resolved or closed.

Eduveda’s dashboard is designed for seamless support, ensuring every issue receives proper attention through structured submission, transparent criteria, clear priority levels, and comprehensive tracking. By carefully selecting category and priority, and providing a detailed description, users help the support team deliver faster, more effective solutions.