How to resolve support tickets

We have a queue to monitor and update support tickets in Uportal 360. To access the queue, click on “My Queues” and then, “Support Tickets”.

The support ticket queue has a list of all open support tickets. To update a support ticket, click “View”.
In the description field, you can view consumer requests, questions and concerns.
Support tickets can be updated with public and private Remarks. Public remarks are visible to all parties while private remarks are shared only between UGA and the Merchant.
If necessary, documents can be attached to support tickets. Please click “Attachments” as shown below to upload or review uploaded documents.
Private remarks can be added and submitted here for UGA and Merchant communication.
If there are updates, please click the Update button.
If attempts were made to contact the consumer, please document this by selecting a contact method. This could be a phone call, email or text message.
There is an optional field for tracking numbers on returned merchandise.
Select a Merchant Status for the ticket; Merchant Review: Merchant is actively reviewing the case. Consumer Contact: Merchant is reaching out to consumer. Consumer Return: Merchant is waiting for merchandise return. Merchant Resolution: Merchant is in process of delivering a resolution.
Notate the ticket with comments or remarks you would like to share publicly with the consumer. Select submit once completed.
The merchant status will be updated to the selected status and changes made will reflect accordingly.
Public and Private remarks will be visible in the designated section.
After updating the Merchant Status and adding public remarks, the ticket can be resolved.
To resolve the ticket, click on the “Resolve” button and then choose the appropriate resolution from the options available; Resolved- Continue Servicing, Close Account-Default or Close Account- Return or Cancel.
Once completed, the status changes to CHD Review status and switched to our Help Desk queue to close the ticket.