1.6 Getting Started - Support Ticketing

This guide explains how to open and manage support tickets for your Logitech for Business products directly within Sync. For non-For Business products and consumer support, please visit our consumer support resources.

You can use the following table of contents to navigate this article:

Prerequisites for Opening a Support Ticket in Sync

• A Sync Account. New to Sync Portal? Take a look at: Account Creation Guide.

• Your Sync role must have above read-only permissions.

• If purchased, Select and Essential service licenses must be assigned to rooms or desks to access their support and software benefits. While setting up Rooms and Desks is optional, it is recommended to make the process of opening tickets more efficient and so that you can take advantage of your paid services.

Note: License management is only possible for Sync Owner and 3rd Party roles, for more information on roles, please see the following article: System Settings - Users.

How to Open a Support Ticket in Sync

To open a support ticket you can follow two different paths:

From the ‘Support Tickets’ Section

1. Log in to your Sync account. 

2. If you work with multiple organizations, navigate through the bottom  left side panel and select the organization you need to open a ticket for.

3. Navigate to the left side menu > Support tickets tab (life saver icon)..

4. Click on the Create a ticket button, at the top right corner.

5. Select your product and fill out the information accordingly.

6. Review the information you’ve entered and edit it if needed.

7. Click on SUBMIT TICKET.

Your ticket will be automatically assigned with a ticket ID and should appear on the tickets list first column.

Directly from a Room

If your rooms or desks are set up in Sync, the quickest way to open a ticket is directly from that space, where you’ll see a list of available options:

1. Log in to your Sync account.

2. If you work with multiple organizations, navigate through the bottom left side panel and select the organization you need to open a ticket for.

3. On the left side panel, navigate to Meeting Rooms/Desks > Inventory > All Groups.

4. Find the room you’re looking for and click on it.

5. Navigate to the left side menu > Support tab (life saver icon).

6. Click on the Create a ticket button, at the top right corner.

7. Expand the Products in the Room menu.

8. Select your device and verify the serial number.

9. Fill out the information accordingly.

10. Review the information you’ve entered and edit it if needed.

11. Click on SUBMIT TICKET.

12. Your ticket will be automatically assigned with a ticket ID and should appear on the tickets list first column.

Managing your Support Tickets

Finding a Ticket From the Support Tickets Panel

1. Log in to Sync Portal.

2. If you belong to multiple Sync organizations, make sure you’re on the right organization for which you want to manage a ticket.

3. Go to the Support tickets tab on the left panel.

By default, you’ll see all active tickets but you can filter by Rooms, Desks or Devices, you can also sort them by issue type, service, status, ticket ID or requester’s name or use the search bar as needed.

Finding a Ticket From Directly from a Room

You can navigate to the specific space and see all the tickets that have been opened in association to that space.

1. Log in to your Sync account.

2. If you work with multiple organizations, navigate through the bottom left side panel and select the organization for which you need to follow up with.

3. On the left side panel, navigate to Meeting Rooms/Desks > Inventory > All Groups.

4. Find the room you’re looking for and click on it.

5. Navigate through the left panel and go to the Support section (life saver icon).

6. All tickets associated with that Room will be displayed under the Tickets section.

Managing Sync Followers

You can easily add individuals as watchers on a ticket, providing them with visibility in the ongoing interactions, by adding them as followers. This will allow them to see and follow support conversations.

In Sync click on a ticket:

• If you created the ticket, click on the number under People > Followers to add followers.

• If you did not create the ticket, you can:

  • Click Follow this Ticket to follow it yourself.

  • Or click on the number next to Followers to add someone else as a follower.

Note: This feature is available for permission levels above Read Only.

While both internal and external followers will receive email notifications regarding ticket updates, it's important to note that external users will not have the ability to view the ticket within Sync (adding a Sync Follower doesn’t automatically create an account for them within Sync Portal). Their involvement is limited to receiving email updates.

Ticket Status

Open

Indicates that the ticket has been created and is currently under review or active within the support team's workflow. The support team is actively working on resolving the issue.

Awaiting your reply

The support team has responded to the ticket and is now waiting for your reply. Action is required on your part to move forward.

Solved

The issue has been resolved, or the ticket was automatically marked as resolved due to inactivity after several days. You can reopen the ticket by replying within 7 days. If you need additional time to respond, let us know, and we can place the ticket on hold.

Closed

If further action is required on a previously closed issue, you must open a new ticket.

Solving a Ticket

A ticket will be solved by the support team or can be solved by yourself if no more assistance is required. You can solve a ticket by going to the pertinent ticket and clicking on the Solve ticket button.

Closing a Ticket

A ticket will be automatically closed after being on Solved status for a week. You (or anyone within your organization who has ticket management privileges) can close it if you no longer need help. Please keep in mind that you can’t reopen a closed ticket.

Sync Ticketing - Understanding your Service Tier 

At Logitech we are glad to assist you if you experience issues or have any questions about your Logitech products. However, there are some differences in the way you’ll be able to interact with Logitech Sync Support, please see our Service Options Quick Comparison guide for further information.

You’ll be able to see the service tier coverage on a specific room when you’re opening a ticket. If you’re interested in knowing more about our Select Services, please take a moment to review our Services documentation.

Please note that you’ll need to assign your paid licenses to your organizations’ Desks and Rooms in order for Sync to link the appropriate Services tier to your Sync Support processes. If you need guidance on assigning service licenses, please see our Contracts and License Management article.