This guide explains how to cancel the ticket opening procedure if the system automatically provides a resolving response.
Canceling the ticket opening if an automatic suggestion is resolving
Why do it:
If the support system detects a possible solution to your problem during the ticket opening phase, you can cancel the request to save time.
Procedure
1. Access the page for opening a new request (ticket).
2. Fill in the required fields:
- Enter the subject of the request in the Titolo ticket field.
- Select the appropriate type from the Tipologia di richiesta dropdown menu (if present).
- In the Messaggio field, describe the problem or request in detail.
3. Click on the Invia button (or on the specific button for the selected category).
4. The system will process the message. If a relevant automatic solution is found, a pop-up window will appear with the title: Questa risposta risolve il tuo problema?
5. Carefully read the message suggested by the system.
6. If the automatic suggestion solves your problem and you no longer need to open the ticket:
- Click on the Si, annulla apertura button.
7. If the automatic suggestion is not resolving and you still want to open the ticket for assistance:
- Click on the No, apri comunque button.
Once you click on Si, annulla apertura, the ticket will not be created and you will be redirected to the main support page.
