Public Knowledge Base - Submitting a Ticket to Bullhorn Support

 

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Submitting a Ticket to Bullhorn Support

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As a Support/Account contact, in addition to contacting Support by phone, you can also submit a ticket through the Bullhorn Resource Center. From here, you can also view your open and closed tickets, add additional information to tickets, and close tickets. In addition, you may be able to view all tickets submitted by users in your company.


 

To submit a ticket through the Bullhorn Resource Center:

  1. Click Tickets in the menu bar.

  2. Click Create New Ticket.

  3. If necessary, from the Product drop-down, select the product for which you are submitting a ticket.

  4. In the Subject field, type the content of your inquiry. For example, "Not getting an email I was expecting to get.”

  5. Click Next. The top five articles that match the keywords in the subject you entered are displayed. Look through the articles to see if one of them answers your question.

    • If a suggested article matches the information for which you are searching, click the article title.

    • If there are no suggested articles, or if none of the suggested articles contain the information for which you are searching, close the article and continue with submitingt the ticket to Support.

  6. If your question is not answered, click Next.

  7. From the Category Level 1 and Category Level 2 fields, select the category to which your issue is most closely related.

  8. From the Severity drop-down, select the severity of your issue.

  9. In the Description field, enter a description of the issue you are having.

  10. Click Submit or to attach an image or document to the ticket (e.g., a screen capture or error message), click Submit & Attach and upload your file. 

Regardless of the vehicle you use to submit a ticket, please provide Bullhorn Support with as much information as possible. The more details you provide, the faster we can help you. Ideally, please provide an example of the issue, steps required to reproduce the issue, information about the frequency of the issue, and the severity of the issue.

Examples

  • What is the user seeing/experiencing versus what you think they should be seeing/experiencing?

  • What specific areas of Bullhorn are affected?

  • Can you provide a screen shot?

Steps to Reproduce

  • Which user generated the issue?

  • What steps were taken to produce the error?

  • What data was entered to produce the error?

  • What does the error message say?

Timeline

  • Is the issue happening all the time? Some of the time? Only once?

  • When did the issue start?

To view your existing tickets

  1. Click the Tickets tab at the top of the Bullhorn Resource Center.

  2. To view a specific ticket, click the ticket number or subject.

To add additional information to a ticket

  1. Click the Tickets tab at the top of the Bullhorn Resource Center.

  2. Click the ticket number or subject.

  3. Click Add Comment at the bottom of the ticket (or, if you need to attach a file to the ticket, click Attach a File to browse your desktop).

  4. In the Comment field, enter the additional information.

  5. Click Save.

To close a ticket with which you no longer need assistance

  1. Click the Tickets tab at the top of the Bullhorn Resource Center.

  2. Click the ticket number or subject.

  3. Click Close Ticket.

  4. If desired, in the Closing comments field, enter the reason why you are closing the ticket.

  5. Click Close Ticket again.

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