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Not every ticket comes from a customer. Ops Queue holds the work your own team tracks as tickets, whether someone raised it by hand or Prism raised it from something it spotted. When a problem is with Studio itself, you can pass a ticket to Intellikon. Intellikon Support lists your tickets with Intellikon, and Escalations shows how each escalated ticket is progressing.

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Before you start

Tenant Owners, Workspace Admins and Workspace Members can use Ops Queue and Escalations. Intellikon Support, and escalating a ticket to Intellikon, are for Tenant Owners and Workspace Admins.

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Raise a ticket for your team

The New issue window, with Title, Description, Product, Priority and Assign to, and the Cancel and Create issue buttons.
1

Open the form

Select Ops Queue, then New operational ticket.
2

Give it a title

Enter a Title.
3

Describe it

Add a Description with anything that helps, such as when it started.
4

Choose the product

Choose the Product it concerns.
5

Set the priority

Choose a Priority of P1, P2 or P3.
6

Assign it

Under Assign to, choose yourself, or leave it unassigned.
7

Create it

Select Create issue.
The ticket now shows in your Ops Queue with MANUAL in the Source column. You work on it the same way as a customer ticket. You can also raise a ticket from anywhere in Studio.
1

Open the form

Select the lifebuoy icon at the top right, then Raise a ticket.
2

Give it a title

Enter a Title.
3

Describe it

Add a Description.
4

Choose the product

Choose the Product.
5

Submit

Select Submit.
The ticket lands in the Ops Queue too. Next, ask Intellikon for help.

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Ask Intellikon for help

To raise something with Intellikon that did not start as a ticket, select Intellikon Support, then Raise ticket with Intellikon. This opens the same form as Get help in the menu under your initials. See Get help. Next, follow your tickets with Intellikon.

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Follow your tickets with Intellikon

Intellikon Support, with its status tabs and a search for tickets about drivers, showing each ticket's priority and status.
Select Intellikon Support to see every ticket you have raised with Intellikon, both escalations and direct requests. Use the tabs to see only Open, In progress or Resolved tickets. Select a ticket to open it. Ticket Summary on the right shows its status, and Timeline shows what has happened so far. To add something, type in the reply box and select Send reply. Your message now shows in the conversation. Next, follow an escalation.

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Follow an escalation

Select Escalations to see every ticket your workspace has escalated, and the requests raised directly with Intellikon. Use Account, Status and Severity to narrow the list. Select an escalation to see how long it has been open. If it started as one of your tickets, select Open the originating ticket under Ticket status mirror to go back to it. Next, see what needs you today.

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Troubleshooting

It shows only on tickets in the Ops Queue, and only for Tenant Owners and Workspace Admins. For anything else, ask Intellikon for help directly.
Enter a Title. The ticket cannot be created without one.
It is for Tenant Owners and Workspace Admins. Workspace Members can still send a request with Get help in the menu under their initials.