Introduction
In this documentation, we will outline the essential fields required for submitting a ticket, and explain the significance of each field. This will not only facilitate a smoother communication process with the support team but also expedite the resolution of your issue.
TABLE OF CONTENTS
How to use it
To open the ticket, please visit the following Support Platform Link, this will bring you to a "Home" page of the Platform.
The Support Tickets should always be created through the Platform as Thomalex has a specific mechanism that will automatically choose the Urgency of the Issue you are experiencing.
After entering the Link, we will be redirected to the following:
Image 1. - Home Page of the Support Platform
We can now either choose to "Create a Ticket" or to see our existing Tickets that we have already created in "My Tickets".
Image 2. - Create a Ticket and My Tickets Tabs Location
For this walkthrough, we will show you how to Create a Ticket on our Platform, therefor we will access the "Create a Ticket" tab.
As soon as we have clicked on that tab, we will be redirected to the following page, where we can select which type of ticket we want to open:
Image 3. - Ticket Options
We are met with 3 options in this case:
| Option Name | Description |
| Report an Issue | This option is for users experiencing technical difficulties or problems with the service or software. It covers a range of potential issues, such as bugs, errors, or any functionality that isn’t working as expected. When selecting this option, provide detailed information about the issue to help the support team diagnose and resolve it effectively. |
| Request for Content Activation | Choose this option if you need specific content or features activated in your service. This could include access to new features, or enabling certain functionalities. Providing clear details about what you need activated will facilitate a quicker response from the support team. |
| Ask Question | This option is suitable for general inquiries or when you need clarification on certain aspects of the service, product features, or usage guidelines. If you have a query that doesn’t fit into the other categories, this is the way to go. Be sure to articulate your question clearly for the best possible assistance. |
Table 1. - Ticket Options Explanation
Report an Issue
As mentioned, this option will always be used when there is a technical difficulty or a problem that needs to be reported so we can work on it and resolve it.
Choosing this option will open up additional fields on the page which will correspond to the Issue type.
Image 4. - Report an Issue Option
The fields we will be able to see when choosing the option are:
| Option Name | Description |
| Issue Topic | Here we can select the option that best describes the problem you are experiencing. The following Options are available with their specific Options: Content Availability This option specifies that there is an issue with the Content we are expecting to see on the Platform but are not seeing it. We can choose the Type of the Content (Air, Car, Hotel or Train) and the Provider that is being affected (Depending on the Type these will change accordingly). Booking Creation We can select this option when there are issues with the process of Booking Creation, if we are not able to finish the Booking, this is the option we choose. For additional options, we have the Type of the Content (Air, Car, Hotel or Train) and the Provider that is being affected (Depending on the Type these will change accordingly). Ticket Issuance This option refers to the issuance of the Ticket once the Booking has been finished. Mostly if the Booking was set to Booking on Hold or is in a Held status. We have the option to choose which Provider we are having issues with using the option Type. Servicing If there are any issues coming from the process of Servicing when it comes to NDC Airlines, we can choose this option. We will be able to select the specific NDC Airline with the Type option. API Issues that are happening on API only should be reported using this topic. Platform If there are issues with a specific tab (function) on the Thomalex Platform, this option should be used to report them. We can choose the Type of the issue, this will let us choose the specific Function that is causing the issue (Command Builder, Custom Field, Markup, Policies, Approval Flow). Other If the issue you are experiencing does not fall under any of these categories, you can choose Other. |
| Severity | This indicates the urgency or impact of the issue depending on what kind of Service the issue is affecting, the options we can choose are as follows: Single Booking Affected Few Bookings Affected All Bookings Affected Ticketing Issue Payment Issue Total Service Degradation Depending on this Field, our system will automatically give the appropriate Urgency to the ticket you are opening. |
| Website Name | The name of the website where you are experiencing the issue. This helps the support team identify the issue sooner. |
| Tracking ID | A unique identifier for the ticket that can be found when the Error is being shown before finishing the Booking. This will help the team locate the direct cause of the issue. |
| Date and Time Stamp | The date and time when the issue occurred. It should be formatted as day/month/year (e.g., 13/11/2024), and the exact time the issue occurred, in Coordinated Universal Time (UTC). This helps in understanding the timeline of the issue. |
| PNR | The PNR of the Booking that has been affected by the Issue (if applicable). |
| Requester | The E-Mail and Name of the person submitting the support ticket. This helps the support team know who to contact for follow-up questions. |
| Subject | A concise summary of the issue, similar to the issue topic, but with more detail. It should be specific enough to give the support team a clear idea of the problem. |
| Description | A detailed explanation of the issue. This should include all relevant information, such as steps to reproduce the problem, error messages received, and any troubleshooting steps already taken. |
| Attach a file | This option allows you to upload any relevant files, such as screenshots, logs, or documents that can help the support team understand the issue better. |
| Captcha | This is a security measure to confirm that the ticket is being submitted by a human and not an automated system. |
Table 2. - Report an Issue Options Explanation
Request For Content Activation
This option can be chosen if we have a specific Vendor or Provider that we want to have Activated on our Website.
Image 5. - Request for Content Activation Option
When this option is selected, we will be met with the following options that we can choose to further help speed up the process:
| Option Name | Description |
| Select Content Provider | Here, we can select the specific content provider, whether it is Air or a Hotel. After we choose the Provider, we can specifically choose which type of Provider it is, in case we have selected Air, we can select if the Provider is GDS, NDC or a Low Cost. If the Hotel is chosen, we can choose from GDS to any Hotel Aggregators. All of the specific Providers will be available in the List once selected. |
| Requester | The E-Mail and Name of the person submitting the support ticket. This helps the support team know who to contact for follow-up questions. |
| Subject | A concise summary of the issue, similar to the issue topic, but with more detail. It should be specific enough to give the support team a clear idea of the problem. |
| Description | A detailed explanation of the issue. This should include all relevant information, such as steps to reproduce the problem, error messages received, and any troubleshooting steps already taken. |
| Attach a file | This option allows you to upload any relevant files, such as screenshots, logs, or documents that can help the support team understand the issue better. |
| Captcha | This is a security measure to confirm that the ticket is being submitted by a human and not an automated system. |
Table 3. - Request for Content Activation Option Explanation
Ask a Question
When there is a specific question that we want to ask, which does not have to be connected to any issue, we can use this option. We can additionally use this option if the other options do not cover our Issue/Question.
When selected, we will see the following page:
Image 6. - Ask a Question Option
As we can see there are not a lot of fields, since we can not specify any types of questions, so we are leaving you with the Subject and Description to specify the Question as best as possible:
| Option Name | Description |
| Requester | The E-Mail and Name of the person submitting the support ticket. This helps the support team know who to contact for follow-up questions. |
| Subject | A concise summary of the issue, similar to the issue topic, but with more detail. It should be specific enough to give the support team a clear idea of the problem. |
| Description | A detailed explanation of the issue. This should include all relevant information, such as steps to reproduce the problem, error messages received, and any troubleshooting steps already taken. |
| Attach a File | This option allows you to upload any relevant files, such as screenshots, logs, or documents that can help the support team understand the issue better. |
| Captcha | This is a security measure to confirm that the ticket is being submitted by a human and not an automated system. |
As soon as we are finished with any of these Options, we can Submit the Ticket.
After the Ticket has been successfully submitted to the Support Team, you will be redirected back to the Home Page and you will see the message about the successful creation of the ticket:
Image 7. - Ticket Created Message
Ticket Status
After creating the Support Ticket, we need to be familiarized with the possible status so we can know if there is need for additional information or our ticket is still being worked on.
The ticket Statuses are as follows:
| Option Name | Description |
| Awaiting your Reply (Pending) | This ticket status is used when the Support team is expecting an answer from you. |
| Ticket Resolved | When there was a Bug found that is connected to your Ticket and everything has been resolved, this status will be set. And the appropriate E-Mail will be sent to you. |
| Closed | When there was an issue or a question that was resolved and/or answered, the Closed status will be set and the Ticket will be deleted from My Tickets. |
| Escalated to 3rd Party Supplier/Partner | If there was an issue with a Vendor/Provider, and we have contacted them on your behalf to check what the issue might be, we will set this status until we get an answer from them. |
| Added in Backlog | For all of the Bugs/Tasks that will be worked on some time in the future, the Added in Backlog status will be set. |
| Scheduled for Work | For all of the Bugs/Tasks that will be worked on soon, we will set the status to Scheduled for Work and you will receive the E-Mail notification for it. |
| Awaiting your Reply (No Feedback) | If there was no answer from you while the ticket was in the any other status for a few days, it will be automatically set to the Awaiting your Reply status. |
| Meeting Scheduled | If the Support team has organized the meeting with you, this status will be used until the meeting has been finished. |
| Under Review | This status is mostly used before any status is set to the Ticket. |
| Escalated to 2nd Line Support | If there is something that needs to be further checked with our Second line Support team, this status will be set until the consultation has been finished. |
| Escalated to Management | When there is a specific feature/task being added to the Platform, usually before it's total approval, it will be sent to the Management so they can determine how long it will take to finish the task and/or what changes are going to be done to the Platform. |
| Escalated to Internal 1st Line of Support For Investigation | This status means that the ticket has been escalated to the Internal First line of Support so they can investigate the issue that has appeared. |
Table 5. - Ticket Statuses
All of the Statuses from our Tickets can be seen in the My Tickets tab.
Users have to be logged in to see the Tickets they have previously created.
Image 8. - Previously Created Tickets in the My Tickets tab