Checking & Updating your Support Tickets
The Journey Support Help Centre is not just a great place to find the answers to your product questions, you can also see the latest updates on your Support tickets and even add additional information to your tickets for the attention of our Support team.
To do this, you must have registered your email address, to do this, follow the steps in this article: Signing-Up to the Support Help Centre
Sign Into The Help Centre
If you are already a member of the Help Centre, either click on "Sign In" on the menu at the top of the screen or the "Tickets" link on the main page:
Enter your Email Address and Password to log in:
You can also use the above screen to reset your password if you have forgotten it.
View Your Tickets
After entering your email address and password, you will be presented with the Help Centre main page, click on "My Area" at the top of the screen or the "Tickets" link:
In the "My Area" screen, using the "My Tickets" view you will see all of your current and past tickets:
To the right of the ticket, you will see the current status of that ticket.
** If you have been CC'd on an email that created a ticket, you will not see the ticket in the "My Tickets" views, instead, you will need to use the "CC'd Tickets" views.
View Tickets Logged By Other Users In Your Organisation
If you are an owner or manager, it may be useful for you to see all the tickets logged for your organisation. If you would like to be able to do this, please email the Support Team and we will enable that option for your user account, we can also do this for other users upon request of an owner/manager.
Once this option is enabled, in the "My Area" screen, you will see a number of "Team" view options, click on the appropriate one to view your organisation's tickets:
Manager or Owner of a Group of Properties - No Problem!
If you are an owner, manager or administrator of several properties and you need to be able to view all of the tickets logged by anyone at any of those properties, this is possible!
We need to be very careful with who we give access to view tickets across multiple properties, for the security of the properties, if you require this access, please email support@journey.travel to log a support ticket, stating your position in the organisation and which properties' tickets you need to view. We will review this request and enable it for you, we may need to obtain further authorisation from a manager or owner at the property or group.
Once you have the required access, viewing tickets for the properties you have requested is simple:
You will notice an "All Account" menu at the top of the Screen:
This combined with the views option "Team Tickets" ......
..... will show you all of the tickets for all of the properties that you have requested access to.
Clicking on the "All Accounts" menu will allow you to view the tickets for a specific property:
View Updates To Your Tickets
To see any updates or comments that have been added to the ticket by yourself or the Support Team, click on the ticket subject:
Update Your Tickets
To add information to the ticket, click on either the "Reply" button or the "Comment" button.
- The "Reply" button will update the ticket via an email, anyone CC'd on the ticket will also receive an email.
- The "Comment" button will update the ticket without emailing other contacts on the ticket.
If you have resolved the issue yourself and no longer need our help, please let us know by adding a comment to the ticket asking us to close it.
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