Tracking Support Requests in the Support Dashboard
The myKaarma Support Dashboard lets you create and track support requests, review updates, and continue conversations with our support team in one place.
Find your support request
Open the Support Dashboard and select a tab:
| Tab | What you’ll find |
|---|---|
| My Tickets | Tickets associated with you. |
| Followed | Tickets you’re following. |
| Department | Tickets associated with your department. Available to managers and supervisors. |
| All Tickets | All tickets available to you based on your access permissions. |
| Dealer Action Needed | Tickets awaiting a response from your side. |
To find a specific ticket:
- Choose a store: Select a dealership from the Stores panel, or select All Stores to view requests across the stores available to you.
- Search for a ticket: Use the search bar to search by Ticket ID, Owner, or Subject.
- Filter: In Progress or Closed Tickets in the left panel. For more options, select Filter.
- Refresh the list: Select Refresh to load the latest ticket information.
Can’t find a ticket? Check your selected tab, store, and filters. If the issue was already resolved, look under Closed Tickets.
Start a new support request
Select + New Ticket at the top of the Support Dashboard. Choose how you’d like to contact us, then select Continue.
| Option | When to choose it |
|---|---|
| Live Chat | Choose this when you’re available to chat with a support agent and work through questions together. It’s helpful for back-and-forth troubleshooting. |
| Choose this when you’d prefer to describe your issue and check back for a response. You can submit the details without staying in a live conversation. |
Both options create a support ticket you can track in the Support Dashboard.
Pro-tip for faster resolution: Include relevant details and screenshots to show us exactly what’s happening.
If you’re following up on an existing issue, reply to that ticket to keep the conversation together.
Understand your ticket details
The ticket list provides an overview of each request:
| Column | What it tells you |
|---|---|
| Ticket ID | The reference number for your request. |
| Status | Where your request stands and whether action is needed. |
| Subject | A brief description of the request. |
| Owner | The user associated with the request as its owner. |
| Agent | The support team member assigned to the ticket. |
| Escalation | The support team currently handling your request. |
| Requested Time | When the request was created. |
| Update Time | When the ticket was last updated. |
Open a ticket to review the conversation and see what has changed. The Updated timestamp reflects changes to the ticket, which may include more than a new message.
See who’s handling your request
Some issues require additional technical investigation or product input. The Escalation column shows which team is handling your request:
| Team | How they help |
|---|---|
| Customer Support | Your first point of contact for questions and troubleshooting. |
| Technical Support | Engineers who investigate issues requiring deeper technical review. |
| Product Team | Product managers who review requests requiring product input or decisions. |
Not every request needs to pass through every stage. The stage identifies the team involved; it does not indicate a percentage of completion or an estimated resolution time.
Review updates and reply
Open a ticket to read the conversation and respond to our team. If we ask for more information or confirmation that an issue is resolved, reply within the existing ticket to keep the details together.
Check the Dealer Action Needed tab to find requests waiting on your dealership.
Pro-tip for faster resolution: Include relevant details and screenshots to show us exactly what’s happening.
Get more help with a resolved request
If you still need help with the same issue, select Closed Tickets in the left panel and choose the appropriate option:
| Option | What to do |
|---|---|
| Solved – Reply to Reopen | Open the ticket and reply to reopen it. You have a 7-day window before the ticket fully closes. |
| Closed – Create Follow-Up | Open the ticket and select Create Follow-Up Ticket to continue getting help with the same issue. |
Have a different issue? Select + New Ticket so each request can be tracked separately.
Comments
0 comments
Please sign in to leave a comment.