Zendesk Client User Guide
How To Submit a Ticket
1. Go to https://fsm-help.investcloud.com and click on “Submit a request”
2. On the Submit a request page (see below) enter your email address.
3. Enter the “Subject” and “Description” of request and select appropriate “Category” and “Business Impact”.
Note: If you manage more than one directory at InvestCloud, please note which directory the request applies to in the ticket (preferably in the subject).
4. To add an attachment, click “Add file” or just drop a file over the Attachments section at the bottom of the page.
5. Once a ticket has been submitted you will receive a confirmation email with the Subject Line “Request Received: Zendesk Ticket #” and the Subject you submitted.
Updating Tickets
1. A Zendesk user will receive an update email anytime an InvestCloud agent responds with a comment. This will include the entire dialog from the ticket to current date.
2. To update a ticket, simply reply to the email. To add another user from your organization, please add their email address to the CC: line of the ticket email.
3. If the ticket is Solved, you will be notified in the next email update.
-
- If you reply to a Solved or Pending ticket it will automatically switch back to Open status.
- If there is no update to a Solved ticket for 14 days, it will auto close.