Kayako Fusion
Fusion is a web-based ticket tracking solution the Technology Helpline and various other departments on campus use for tracking requests and problems.
Contents
Access Options
Both clients and Technology Services and Technology Helpline employees can access and interface with Fusion.
Logging In
Client Access
Customers or clients can access Fusion at: . Customers and clients should log in with their 鶹Ƶ User Account (email) username and password. Customers and clients are able to view and update open and resolved tickets or issues.
View Tickets
Customers and clients can view their tickets, both resolved and unresolved. After logging in, click My Tickets. A toggle link is available to turn off or on your resolved tickets (upper right side of ticket list).
Individual tickets can be viewed by clicking on the subject of the ticket in the Ticket list view.
In the ticket view, you can see the details of the ticket, check or change the status (resolved or unresolved), see who the ticket is assigned to for resolution (owner) or send a reply to the owner.
The Add Reply button will allow the client or customer to type a reply that will be attached to the ticket history, and emailed to the owner of the ticket. There is also an option for attaching files to the message.
Resolution and Feedback
When a ticket or issue is resolved, the customer/client has the option to provide feedback regarding the ticket. This feedback is recorded as part of the ticket, and sent via email to the ticket owner.
Technology Helpline Access
Please see Fusion for Technology Helpline Employees.