📖 How to Use the Mind Spark Technologies Ticketing System (Start Here)

    Welcome to the Mind Spark Technologies Ticket / Support Portal

    This guide will help you submit, track, and manage your support tickets quickly and efficiently.


     ✅ Accessing the Ticketing System

    1. Go to the Portal
      👉 https://ticket.mindsparktechnologies.com

    2. Log In

      • Enter your Email Address (your username)
      • To set the initial password Click Here, you will receive a reset link to set the initial password
      • If you forgot your password, click on Forgot Password to reset it.

    📨 Submitting a New Ticket

    1. After logging in, click the  green    button (usually on the left bottom of the dashboard).
    2. Fill in the Ticket Form:
    • Title / Subject: A brief title describing your issue or request.
      Example: "Unable to access the dashboard"
    • Text / Description: Explain the issue in detail. Provide steps to reproduce the problem, error messages, screenshots, etc.
    • Attachments: Upload relevant files or screenshots to help us understand the issue better.
    • Request Type:  Please select the appropriate type,  remember you can go up or down the list by clicking the ">" icon within the dropdown as appropriate
    • Customer Priority: select the urgency ( Emergency, Urgent, *Normal* , Good to have, Enhancement  ) 
    • Group ( Department ): Select the appropriate category (e.g., General, Product : EMS, etc.). You Group may be fixed based on your products or services.
    • Status: New
                                
      3. Click Create.
    •         You’ll receive an email confirmation with your Ticket ID once submitted.

    🔄 Tracking and Responding to Tickets

    1. Go to My Tickets from your dashboard or the menu.
    2. You’ll see a list of your Open, Closed, and Pending tickets.
    3. Click on a ticket to:
      • View the conversation history.
      • Add a reply or provide additional information.
      • Attach files (if needed).
    4. Status Updates:
      • New: Ticket is received and awaiting action.
      • Open/Pending: The support team is working on your request.
      • Closed: The ticket has been resolved.

    ✉️ Replying via Email (Optional)

    You can also respond to tickets directly from your email:

    • Reply to the ticket email notification.
    • Your response will automatically update the ticket in the system.

    🕒 Ticket Priorities & Response Times

    We strive to respond and resolve your queries as quickly as possible!
    Here’s a general guideline for Response Times:

    • Low: Within 5 business days
    • Normal: Within 3 business days
    • High: Within 2 business days
    • Urgent: Within 1 business day

      Note: Currently Support is offered out of India (Indian Standard Time) only and excludes Indian and Customer Country holidays. Business Days are Monday  to Friday only.

    ❓ Frequently Asked Questions

    Q: Can I see all the tickets my company has submitted?
    👉 If you have organization-wide access, you can view tickets submitted by your team under Organization Tickets.

    Q: How do I escalate a ticket?
    👉 If your issue is critical, you can update the Priority to High/Urgent, or contact us at support@mindsparktechnologies.com with your Ticket ID.

    Q: Can I reopen a closed ticket?
    👉 Yes! Simply reply to the closed ticket, and it will automatically reopen.

    📚 Need More Help?

    Visit our Help Center for more detailed guides:
    👉 General Knowledge Base

    Or contact our support team at:
    ✉️ support@mindsparktechnologies.com

    🚀 Pro Tips for Faster Resolution

    • Provide clear and detailed descriptions of issues.
    • Share screenshots, logs, or error messages.
    • Mention any recent changes (updates, new installations, etc.).


    Published