In SchemeServe, a ticket is a support request raised by a client through our helpdesk system, Zendesk. Tickets are typically created when a client needs help with something such as a technical issue, a question about the platform, or a request for assistance.

Once a ticket is submitted, it enters our support queue where it is reviewed and picked up by the Obsessive Support team. A team member will investigate the issue, communicate with the client if more information is needed, and work towards resolving the request.

Tickets allow us to track client queries, manage support requests efficiently, and ensure nothing is missed. Each ticket keeps a record of the conversation, updates, and actions taken until the issue is resolved.

Common ticket requests:

1. Login or Access Issues
Problems signing in to SchemeServe, password resets, or users being unable to access a scheme or account.

2. Quote or Policy Errors
Issues encountered when generating quotes, binding policies, or viewing existing policies.

3. Technical Issues
System errors, pages not loading correctly, unexpected behaviour in the platform, or functionality not working as expected.

4. Data Amendments
Requests to correct or update policy, client, or quote information where the user cannot make the change themselves.

5. Document Requests
Requests for policy documents, schedules, certificates, or other generated files.

6. Integration or System Queries
Questions or issues relating to integrations, APIs, or connections between SchemeServe and other systems.

7. General Questions / How-to Support
Clients asking how to perform certain tasks within SchemeServe or requesting guidance on system features.

8. Feature Requests or Enhancements
Suggestions from clients for improvements or new functionality within the platform.