Skip to content
Customer Portal
  • There are no suggestions because the search field is empty.

Using the Ticketing System for Support

This guide explains how to access and use Springdel’s Ticketing System to request technical support, track issues, and communicate with the support team. Using the ticketing system ensures your requests are properly logged, prioritized, and resolved efficiently.

Access the Ticketing System

  1. Open the Ticketing System page.
  2. Sign in using your email and password or Magic Link.



  3. Once logged in, you will see the Ticketing System Main Page.



Important: You must be a registered user. If you do not have access, contact your company representative to request registration or send an email to support@springdel.com.


Navigate the Main Page

  1. The main menu is located at the top-right corner and includes:
    • Submit a Ticket
    • View Tickets
    • Knowledge Base
    • Sign Out
  2. By default, you will land on the View Tickets page.

Understanding the Tickets Overview

  1. In the View Tickets section, you can see a list of all your tickets with columns:
    • Subject
    • Requested By
    • Created
    • Ticket Owner
    • Last Activity
    • Status



  2. Click on any ticket to view its details and responses from the support team.

 


Submit a New Ticket

  1. Click Submit a Ticket from the top-right menu.
  2. Fill in the following required fields:
    • First Name*
    • Last Name*
    • Email*
    • Title of Your Issue*
    • Tenant Name*
    • Fleet/Profile Name*
    • Device Details*
    • Device Name & Serial Number
    • Device Manufacturer/Model*
    • Enrollment Type* – (Select One)
    • Describe Your Issue* – Provide detailed steps to reproduce the problem.



    – The image above shows a ticket form filled with example, fictitious data for demonstration purposes only.

  3. Optionally, upload files including screenshots, ADB logcat, videos, or other relevant information.
  4. Click Log Ticket to create the ticket.

Note: Depending on the selected Enrollment Type, additional fields may be required.


Interacting with Support Responses

  1. Open an existing ticket to view messages from the support team.
  2. You can reply to the ticket directly in the system or respond via email.
  3. Whenever support replies, you will receive a notification email with the update.

Optional Configuration Steps

  • Bookmark the Ticketing System URL for quick access.
  • Use the Knowledge Base for self-help and commonly asked questions.

Verification Step

  • Confirm that your submitted ticket appears in View Tickets with correct details.
  • Check your email for notifications when a support agent responds.
  • Verify that replies can be sent either through email or directly in the ticket system.

Best Practices & Tips

  • Fill All Required Fields – Always complete all mandatory (*) fields to prevent delays in ticket processing.
  • Provide Detailed Information – Include as much detail and supporting files as possible for faster resolution.
  • Track Ticket Status – Monitor the status column in View Tickets to stay updated on progress.
  • Respond Promptly – Reply quickly to requests for additional information from the support team.
  • Accurate Enrollment Type – Ensure the correct Enrollment Type is selected to avoid delays.