How to Escalate a Ticket to Xvantage Help and Support Page in Xvantage for Associates

Overview 

This document includes steps on how to escalate a ticket to Xvantage Help and Support page in Xvantage for Associates (X4A).

Process

1. Go to My Apps and open Okta.

2. In Okta, search for X4A and open it.

3. Within X4A, hover over the left navigation menu and click Xvantage Help and Support.

4. Go to the Get Support tab.

5. Any tickets should show below the blue line in the section which says Track your support tickets below Recent support tickets.

6. Find your ticket in the list.

7. Select the ellipsis (⋮) on the right of the ticket record.

8. Click Escalate ticket.

Notes:

• You can only escalate your own tickets through the platform itself.

• A ticket needs to be logged with reference number provided before escalation can take place.