Customer Guide

This guide is for people submitting tickets to KPI Web — internal employees asking another department for help, or external customers raising requests.

What you'll do here

• Submit a new ticket describing what you need
• Look up the status of a ticket you submitted earlier
• Chat with the agent handling your ticket (if you signed in)

Submitting a new ticket

1. Open the Submit Ticket page (the /intake link, or the "Submit a ticket" link on the sign-in page).
2. The Ticket Datetime is filled in automatically — it locks in when you submit.
3. Pick the Country / Department that should handle this. The dropdown only shows departments that accept intake tickets.
4. Pick the KPI Type — this is the category of request (for example Ad Hoc, Request, Issue). The list updates based on the department you picked.
5. Optionally pick a specific User in that department. Leave it blank and an admin will assign someone.
6. Write a clear Description of what you need.
7. Fill in Your Name and Your Email. These are required — they're how the agent will get back to you.

Signed in vs. not signed in

• If you're signed in with your Google account, you'll see a green "Submitting as <your name>" banner. Your name/email come from your account; you don't need to type them.
• If you're not signed in, you'll see a yellow warning. You can still submit, but you won't be able to reply via chat later — the agent has no verified way to confirm it's you. They will email you instead. Click "Sign in to chat" if you want chat replies.

8. Click Submit Ticket. You'll get a confirmation screen with a ticket reference — copy or bookmark it. You'll need it to look up the status later.

Checking ticket status

Every ticket has a status page at /intake/status/<reference>. The link is shown on the confirmation screen right after you submit.

The status page shows:

• Status badge: New (waiting for an admin to assign), On Progress (an agent is handling it), or Closed (resolved).
• Submitted / Assigned / Country / KPI Type — basic facts about the ticket.
• Discussion — agent and customer messages exchanged on this ticket.

Finding a ticket if you lost the link

On the Submit Ticket page (/intake), use "Look up a ticket" at the top:

• Paste the ticket reference (UUID), or
• Type the email you used at submission, or
• Type the full name you used (must match exactly).

You'll get a list of matching tickets to click into.

If you're signed in, you don't need the lookup at all — open My Profile to see every ticket you submitted. Each row links to its status page.

Chatting with the agent

Chat is at the bottom of the status page.

You can chat only if:

1. You signed in when you submitted the ticket (or signed in later as that same account), and
2. The ticket isn't waiting for assignment (status is On Progress or Closed — chat stays open even after the ticket is closed, in case you have follow-up).

You cannot chat if:

• You submitted without signing in — the page shows: "This ticket was submitted without sign-in, so customer chat is disabled. The agent will follow up via email."
• You're signed in but as a different account than the one that submitted — the page shows: "This ticket can only be replied to by the original submitter."

To send a message: type in the box at the bottom of the Discussion panel and click Send. Your message appears immediately. The agent will see it the next time they open the ticket.

Frequently asked

My ticket says "Not recorded" for First Response. That means the agent never sent a chat message on this ticket (they may have handled it offline) — the field is empty rather than a number. If they later close the ticket without chatting, the system records the moment of closing as the response time.

Can I edit my ticket after submitting? No. Once a ticket is in, only the assigned agent can change its fields. You can keep chatting on it though.

Can I delete my ticket? No. Contact the agent or department admin.

The form rejected my submission. Most often the cause is a missing required field (Name, Email, Description, Country/Department, KPI Type). Re-check each field has a value.