Creating a Ticket Team LaChrisia Jakes ACDSupport.com

Log in to ACDSupport.com

Click “Submit a Ticket” This can be done in one of two places:

Select a Department – Script Ticket We will always choose “Script Ticket Submission” for call related issues. - examples: pledge didn’t save, selected wrong gift, entered pledge amount incorrectly, typo, information entered in comment unnecessarily, info in wrong field

Select a Department – Dept. LaChrisia Jakes For all other issues non-call related, select Dept. LaChrisia Jakes and then the appropriate category.

Your Ticket Details

Your Ticket Details - Priority Select a priority for your ticket from the drop down menu. –Anything involving money needs to be of critical priority and an needs to be sent to mail.com with URGENT noted in the Subject line. It would also be a good idea to alert us via the Tech Line as well

Your Ticket Details – Script Tickets mustWhether the ticket is a script ticket or department ticket, the following information must always be included: –Station: –Contact ID: –Pledge ID: –Callers Name: –Pledge Date: –Issue Description: –Correction Needed: scroll barPlease note the scroll bar on the right hand side of this field as it will need to be utilized.

What Contact ID? You are filling out the required information in your ticket and realize you don’t have the Contact ID. Don’t panic! This can be found in your MyAgent window utilizing the “Event Log”.

Finding the Event Log If you do not see the Event Log in your row of icons, this can be easily added. Click the drop down arrow to the right of the row of icons. Select “Event Log”, ensuring the check box is marked and click close.

Locating the Contact ID in Event Log Now that you have added the Event Log icon, click on it. The Event Log will open and show a listing of your recent “Events”. The scroll bar on the right side of the Event Log box may need to be utilized. Here is the Contact ID for my last call You will have to hand copy this as cut/paste will not work.

Your Ticket Details - Subject Please include the station, contact ID and nature of issue in the subject field.

Your Ticket Details – Free Form detailsA field for you to type why you are sending the call up including as many details as possible.

Your Ticket Details – Upload File If you took a screenshot, you can upload it to the ticket by clicking “Add File”.

Check Your Work and Submit

Confirmation You will be able to review your submitted ticket.

Thank You! Thank you for your diligence in working to be error-free here at ACD Direct. Team Leads will handle your ticket from here but… Please remember to check your ticket within 24 hours to ensure no update or further information was needed. Questions? us at and we’ll be happy to assist!