This article is intended for Employee & Manager User Roles. What is a User Role? 
If your organization uses Veroxos for order fulfilment and/or support, this article explains how to log a ticket. A ticket can encompass a support request, a new order, a fault and more. All tickets have a unique ID starting with SUP followed by a unique numeric value (example: SUP12345).
Logging into Veroxos
The first step is to log in to the Veroxos application. If you need support logging in or it is your first time, view this help article: 'Logging into Veroxos'.
Understanding what types of tickets and orders you can submit
Once logged in, navigate to 'Support' and then 'Order / Support Request', this will display a list of options that you have access to. Each tile is a workflow that has been configured by your organization.
An example can be seen below:
Select the request type you require and the system will step through the workflow. An example of a new connection is shown below.
Hardware Pricing - all pricing displayed in Veroxos are the rates your organization has negotiated with the vendors.
In this particular workflow scenario, you are able to order compatible accessories for your new device. This will vary based on your organization's policy and solution configuration.
Understanding Your Ticket
Once you have submitted your request, Veroxos will generate a unique ticket. All correspondence and updates will be added to the ticket and you will receive email notifications at each stage.
Manager Approvals
If your organization has manager approvals configured, some tickets may require approval from your line manager.
Once the ticket has been submitted, your manager will receive an email notification with the details of the order and the option to 'Approve' or 'Decline' the order.
The approval decision will be emailed to you automatically once your manager has submitted the decision.
Administrators can learn more about Manager Approvals configuration in this help article: 'Ticket Approvals '.
Customer Satisfaction / Feedback
Veroxos has a built-in Customer Satisfaction (CSAT) Solution to measure customer sentiment following a support request or new order.
CSAT is an optional feature that can be disabled by admins if desired. The measure is 1 - 5: 1 being very dissatisfied / 5 being delighted with the experience.
Administrators can learn more about CSAT and the reporting features in this help article: 'Customer Satisfaction / Feedback '.