We understand how important it is to keep track of all relevant information when handling support tickets. The Ticket Workspace provides several tools to help you document and share essential details effectively.

File Upload

You can attach files such as documents, images, screenshots, or any other relevant materials to a ticket. These help provide context and improve the speed and quality of issue resolution.

Upload options include:

• Drag & drop files directly into the ticket notes area

• Use your file explorer to select files

• Paste a file from your clipboard (e.g. a screenshot) directly into the note area

Note: The maximum file size per upload is 25 MB.

Pre- and Post-Diagnostic Scans

Pre- and post-diagnostic scans are essential for documenting the vehicle’s condition before and after service. These scans use diagnostic tools to read any error codes or issues from the vehicle’s onboard systems.

You can upload scan results using the drop zones in the ticket notes section, ensuring they are stored directly with the related ticket for easy reference.

Sharing notes with the customer

You can choose to share a note and its attachments with the customer via the Customer Portal.

How to share:

1. Add a note in the Partner Portal

2. Toggle the note to “public” to make it visible to the customer

3. Once public, the note and its attachments will appear in the ticket history in the Customer Portal

This feature is especially useful for sharing:

• Pre- and post-scan results

• Calibration certificates

• Photos or documents supporting the repair

Customer Experience

Here’s how customers can access shared notes and attachments:

1. Visit https://customers.obd.help

2. Log in with their credentials

3. Open the menu and go to ticket history

4. View the details and attachments for each ticket

This process ensures transparency and easy access to important documentation for your clients.