[ARCHIVED] Service Cloud question

[jhough]

I'm new to the Service Cloud ticket system. When I'm looking a the tickets that have come in, what's the difference between "Open" and "Pending" ?

[tdelillo]

Hi  @jhough ‌ - I think this guide will answer your question: How do I view cases in the Service Cloud Admin Console? 

There are actually a number of documents about Service Cloud, found under Support Information in the guides: https://community.canvaslms.com/docs/DOC-10895-canvas-admin-guide-table-of-contents#jive_content_id_... 

And there's some good info to be found in the https://community.canvaslms.com/community/labs/ticketing space.

[jhough]

That's what I was looking for! Thank you! I missed that one when I was going through all the help docs before. 

[jhough]

Oh and I can't access the Canvas Support Ticketing System space. I'm not authorized.

[tdelillo]

Ah, sorry about that. I'm forever forgetting which of the things I can access are things other people can't access...

[kona]

If you are a Canvas Admin you should have access to those documents. Let me check and see what we can do to help. 

[jhough]

Thank you!

[Stef_retired]

 @jhough , please contact your Customer Success Manager (CSM) to arrange the necessary access to those resources. 

[jhough]

I can access all of the documents and such, just not the last one with the yellow circle - Canvas Support Tracking System. Is that something that my CSM can give me access to?

[kona]

Yep!

[jhough]

Awesome, thank you so much!

Jenny Hough

Digital Learning TOSA

Bethel School District - Spanaway, WA

[Robbie_Grant]

 @jhough ,

We are giving the Canvas Admins area a little bit of love (especially questions that are really, really old) and just want to check in with you.  This will also bring this question new attention. 

Were you able to find an answer to your question? I am going to go ahead and mark this question as answered because there hasn't been any more activity in a while so I assume that you have the information that you need. If you still have a question about this or if you have information that you would like to share with the community, by all means, please do come back and leave a comment.  Also, if this question has been answered by one of the previous replies, please feel free to mark that answer as correct.

Robbie

[jhough]

Thank you for checking in! I'm all good! :smileylaugh: