Enable the User Tickets Feature
Once the Compliance Center is opened and accessed, user tickets can be created in a few different ways.
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Your users submit tickets through the Accessibility Form embedded on your website.
Your website users can submit tickets directly into your RAMP account if you have embedded Accessibility Page on your website.
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Manual tickets from phone calls or emails.
If a user reports an accessibility issue via phone or email, you can record the interaction by manually creating a ticket in the User Tickets section of your RAMP account.
Please note: User Tickets are not for internal communication with the Accessible Web Team.
User Ticket Location and Settings
You will find submitted User Tickets in the left hand side of your page. When a user submits a ticket through RAMP or otherwise reports an accessibility barrier on your website, it is important to respond promptly and genuinely. More guidelines can be found here.
To get the most out of the User Tickets feature, consider the following best practice recommendations:
- Turn on email notifications for new User Tickets. By default, notifications are sent within RAMP. Therefore, it is important to customize your notification settings so that relevant team members (like your Accessibility Advocate) receive email notifications when new user tickets come in.
- Reach out to the user who submitted the user ticket to make sure they can access the information, goods, or services on your website. Assure them you’re committed to removing the accessibility barriers they encountered.
- Create a remediation task from the user ticket and, if applicable, assign it to a team member who can remediation it so it doesn’t impact users going forward.
- Once the issue has been fixed, mark the remediation task as “complete” and (optional) add a log entry to document the accessibility improvement made to your site.