Kayako Fusion(Redirected from Support Suite)

Kayako Fusion is a web-based ticket tracking solution the Technology Helpline and various other departments on campus use for tracking requests and problems.

Access Options

Both clients and Technology Services and Technology Helpline employees can access and interface with Fusion.

Client Access

Customers or clients can access Fusion at: support.gustavus.edu. Customers and clients should log in with their Gustavus User Account (email) username and password. Customers and clients are able to view and update open and resolved tickets or issues.

Submit a Ticket

Customers and clients can submit tickets, issues or a request by using the Kayako Fusion interface. After logging in, click Submit a Ticket. Follow the prompts and answer the questions. Click Submit. A confirmation window will display with the details of your submitted ticket. You will also receive email notification.

View Ticket Status

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

You have the option in the Ticket View to input Overall Satisfaction, by clicking on the stars (1 - 5). This feedback is recorded as part of the ticket, and sent via email to the ticket owner.

Also when a ticket or issue is resolved, the customer/client has the option to provide feedback regarding the ticket. Clients are asked to supply this feedback via an email message, 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.