Finlay.worksBareBones Ticketing manual

Use

Customer Area Access

What customers arriving from their supplier's Customer Area can do, how long the session lasts, and how to leave.

RC2 approved for evaluation Status: release-candidate Audience: Customer Source: c4b4d41

Customer Area Access

If you reach BareBones Ticketing by selecting a support action inside your supplier's Customer Area, this page describes what you get. You do not create or enter a BareBones Ticketing password.

Staff of the organisation running the product sign in a different way. See Sign in and find your way.

Enter support

  1. Sign in to the Customer Area as normal.
  2. Select its support action. The Customer Area hands you to BareBones Ticketing.
  3. Service Catalog opens.
  4. Check that the header offers My Tickets, Service Catalog, and Return to Customer Area, in that order. If a different workspace appears instead, stop.

What you can do

You get three things: submit a request from the catalogue, follow the tickets you can already see, and return to the Customer Area.

The catalogue lists only the services your supplier has chosen to offer customers. They may come from more than one department. Seeing a service does not give you access to that department.

Quick Ticket, global search, preferences, approvals, projects, and any staff-facing screen are not part of this session. You cannot pick a project or an internal person, and the product does not show you either.

Submitting and following a ticket work as described in Submit a request and Track and update your request, minus the features listed above.

Your identity and session

You do not choose a username. BareBones Ticketing identifies you by an identifier the Customer Area supplies, and shows you as Customer support. Your email address is contact information only. If it changes in the Customer Area, a later handoff updates it without changing who owns your tickets.

The session lasts at most eight hours from the handoff. It is fixed, not sliding: using the product does not extend it. It can end sooner if you return to the Customer Area, if your supplier turns the connection off, if your account is disabled, or if a later handoff says you are no longer eligible.

There is no BareBones Ticketing password to reset.

Return to the Customer Area

  1. Finish any update you are part-way through.
  2. Select Return to Customer Area.
  3. The product ends your BareBones Ticketing session and sends you to the Customer Area address your supplier configured.

This ends only the BareBones Ticketing session. Your Customer Area session, and any session on another device, are unaffected. To come back, start again from the Customer Area support action.

On a shared or public computer, returning to the Customer Area is not enough. The next person can still reach your supplier's Customer Area, and from there open support again as you. Sign out of the Customer Area itself as well.

If it does not work

  • The Customer Area says you are not eligible. Resolve it there. A saved link into BareBones Ticketing will not work.
  • The handoff fails. Go back to the Customer Area and use its support action again. Do not reuse the failed link.
  • The catalogue is empty after clearing filters. Contact your supplier's support through the Customer Area.
  • Your session ends while you are working. Save any unsent text somewhere safe, return to the Customer Area, and start again.
  • A staff screen, person picker, or project name appears. Stop and report it to your supplier.