New TECH-ARROW Ticket System Guide

This guide will explain how to submit tickets for support via our new Zammad system. You can submit a new ticket either by selecting “Submit Ticket” under the Support Tab on the TECH-ARROW website, or by directly visiting the https://support.tech-arrow.com/#login page.

• Using the direct link will take you to the Zammad log-in page (pictured below).

• To log into the ticketing system, clients who already used our OTRS system can log in with their existing credentials. If you have not previously used our Ticketing system, you can message our Support team to have log-in credentials generated for you.

• The Zammad welcome interface features a toolbar offering easy access to general settings and functions. When you log into the ticketing system, on the bottom left of the toolbar you will find an icon allowing access to your user profile:
  • Language: Allows the customization of the system language
  • Avatar: Allows the user to change their avatar within the ticketing system
  • Password: Allows the user to alter their password from the existing default
  • Linked Accounts: Allows the user to associate their Microsoft account with their Zammad profile

• Under the “Linked Accounts” option in the Profile menu, adding your Microsoft account on the right-hand side allows for Microsoft Microsoft 365 Authentication. It is both an easier and a more secure form of authentication; as such, we highly recommend that users set up and use this option.

• Under the “Overviews” tab located on the top left of your screen, you will find your active tickets. After initially logging in, if you have previously used our old Ticketing system you should see your active or closed tickets in this list. If you have not previously submitted a ticket, there will be no active or closed tickets in this view, and you will be prompted to communicate your issues to us by opening a new ticket by clicking the green plus on the bottom left or the “Create your first ticket” button on the right.

• After selecting “create your first ticket” or the green plus button, you are presented with several fields:
  • Title: Enter a title for your ticket
  • Text: Add a description of the issue you have encountered
  • Select attachment: Upload any files including error logs or screenshots for review
  • License key: Speed up our response by identifying your product and version via your license key
  • Group: Select which product or category the issue relates to from the drop-down menu
  • State: Always select “new” for a new ticket to guarantee the best support experience
• After filling out the fields, select “create.” The new ticket will populate under “my tickets” and will be automatically updated in this view when addressed.