My Tickets - Corporate
Hi there! Welcome to Dex, Forte's latest and greatest payments application. With Dex, you can view, create, and manage all your transaction data—including customers, payment methods, addresses, and schedules—in one convenient place. You can also view and maintain your merchant account, keep track of your funding entries, resolve disputed transactions, and generate API credentials to connect Dex with your third-party applications.
View Your Tickets
The My Tickets Datagrid in Dex enables you to view and track the progress of support tickets that Merchants and Partners submit to Forte via Forte's Support Services website (i.e., Freshdesk). This searchable, filterable datagrid provides a snapshot of the ticket's priority and progress and provides you with the contact information for the customer who originally submitted the ticket.
The My Tickets Datagrid
To view the My Tickets Datagrid, simply click the My Tickets menu option in the Dex main menu. The My Tickets datagrid displays the following columns of information:
Column | Description |
Ticket ID | The ID number assigned to the ticket when you submit it on Forte's Support Services site. his column also indicates the priority level of the ticket using the following color-coded symbols:  - Indicates a low-priority ticket.  - Indicates a medium-priority ticket.  - Indicates a high-priority or urgent ticket. |
Received | The date you submitted the ticket. This column also displays the progress of the ticket and the number of days Forte has left to resolve the ticket. The number of days allotted to resolve a ticket depends on the type of ticket submitted. For reference the following colors indicate the progress of the ticket:  Indicates that the ticket is at least 70% complete.  Indicates that the ticket is between 11–69% complete.  Indicates that the ticket is between 0–10% complete.
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Status | The current status of the ticket. Supported options include the following: Open |
Type | |
Submitted By | The email address of the person who submitted the ticket. |
Assigned To | The email address of the Forte agent who is working or worked on the ticket. |
Group | The Forte team, department or agent assigned to the ticket. |
Organization | The name and Organization ID of the Merchant or Partner account to which this ticket belongs. |
Searching for a Ticket
You can search for a specific ticket by Ticket ID, Location ID, or Organization ID. You can also filter the tickets that display in the My Tickets Datagrid using the following filter fields:
Filter | Description |
Received | The date you submitted the ticket. Use the date picker in both the Start Date and End Date fields to customize the date range of your listed tickets. If a date range is not provided, the End Date defaults to today's date and the Start Date defaults to 7 days prior. You can also choose one of the following pre-set dates/date ranges: Today |
Status | The status of the ticket. This field defaults to Open and Pending; however, supported options include the following: Open |
Assigned To | Use the search and/or dropdown menu to select the Forte agent to whom your ticket was assigned. This field supports multiple selections. |
Submitted By | The name of the user who submitted the ticket. This field defaults to Me; however, you can use the search and/or dropdown menu to select the name of the person in your organization that submitted the ticket. |
Priority | The priority assigned to the ticket. This field defaults to all priority levels; however, supported options include the following: Low |
Manage Bank Account Changes
NOTE:Â This topic applies only to users in the Credit Manager and Credit Specialist roles.
Merchants or Partners who want to add a bank account to their organization must complete a Bank Account Change Request form and then either email it to accountchanges@forte.net or fax it to 469-675-8740. Changes must be approved by the Merchant or Partner's Authorized Signer(s) and the new bank account must be set up under the Legal Name of the business.
Merchants or Partners can initiate this process by submitting an "Add Bank Account" support ticket via Forte's Support Services website (i.e., Freshdesk) and tracking the ticket's progress from the My Tickets Datagrid in Dex. NOTE: Integrated Partners can use Forte's REST API to add bank accounts via a POST request to the bankaccounts endpoint, add supporting documentations via a POST request to the documents endpoint, and then assign the account to a merchant location via a PUT request to the locations endpoint. See Forte's REST API specification for more details. After adding the ticket with the bank account information, it typically goes into Documents Needed status. The Merchant or Partner must upload the required documentation to the Ticket's Detail Screen or submit their documents directly to the Forte Credit Team. Once a member of the Credit Team evaluates the Merchant or Partner's submitted Bank Account Change Request form, he or she can quickly approve or decline the bank account change directly from Dex. The Merchant or Partner can then assign the approved bank account to the appropriate merchant's location(s).
Viewing the Details of a Bank Account Change Ticket
The Ticket Details Screen for Bank Account Change tickets displays more information about the change request, including who requested the change, when Forte received the request, the defined service-level agreement time frame for the request, and the Validate/Validate+ and AOA
 results. The following table displays data fields that display for Bank Account change tickets.
Card/Tab | Field | Description |
General Information | Status | The current status of the ticket. Supported options include the following: Open |
Ticket ID | The identification number Dex automatically assigned to the ticket. | |
Ticket Type | The type of support ticket. For Bank Account Change tickets, this field will always display Add Bank Account. | |
Assigned To | The name of the Forte Credit Team member to which this is ticket is assigned. | |
Submitted By | The name of the person who submitted the ticket to Forte. | |
Organization | The name and Organization ID of the Merchant or Partner account to which this ticket belongs. | |
Group | The support group to which this ticket belongs. For Bank Account Change tickets, this field will always display Account Changes. | |
Received | The date the Merchant or Partner submitted the ticket. This card also displays the progress of the ticket and the number of days we have left to resolve the ticket. The number of days allotted to resolve a ticket depends on the type of ticket and the Service-Level Agreement (SLA) defined for that ticket type. For reference, the following colors indicate the progress of the ticket: Indicates that the ticket is at least 70% complete. Indicates that the ticket is between 11%–69% complete. Indicates that the ticket is between 0–10% complete. If you hover your mouse over the progress bar, the ticket's due date displays in a small popover. | |
Due On | The date when this ticket must be resolved. | |
Priority | The priority level of the ticket. This card uses the following color-coded symbols: - Indicates a low-priority ticket. - Indicates a medium-priority ticket. - Indicates a high-priority or urgent ticket. | |
Description - Bank Account | Bank Name | The name of the bank that issued this account. |
Routing Number | The transit routing number (TRN) of the bank that issued this account. | |
Account Number | The redacted bank account number. If your Dex user account has the appropriate permissions, you can click the Show link to view the full bank account number. | |
Type | The type of bank account the merchant or partner is attempting to add. Supported options for this field include Checking or Savings. | |
Description - Validate/Validate+ Result | Authorization Result | The Validate/Validate+ result indicating whether or not the bank was authorized. Supported values for this field include the following: PREAUTH APPROVE |
Response Code | The transaction response code that Forte returned for this authorization. For a full list of response codes, see the Transaction Codes reference topic. | |
Response Description | A description of the Validate/Validate+ Response. The following values are supported: P15: HIGH RISK | |
Decline Advice | This field displays only for PREAUTH DECLINE responses from Validate/Validate+ and provide a description of what to do before declining the bank account (e.g., "Call Telecheck"). | |
Description - Match Result | Business Name | Indicates whether or not the AOA service was able to match up the name of the business provided with the bank account to the AOA national database. |
Address Name | Indicates whether or not the AOA service was able to match up the name of the address provided with the bank account to the AOA national database. | |
City | Indicates whether or not the AOA service was able to match up the city provided with the bank account to the AOA national database. | |
State | Indicates whether or not the AOA service was able to match up the state provided with the bank account to the AOA national database. | |
Zip Code | Indicates whether or not the AOA service was able to match up the zip code provided with the bank account to the AOA national database. | |
Tax ID | Indicates whether or not the AOA service was able to match up the Tax Identification Number provided with the bank account to the AOA national database. | |
Comments | Use this tab to view, create, and reply to comments about this ticket. | |
Documents | Displays the supporting documentation attachments provided by the customer to help authenticate his or her bank account. This tab also enables you to upload additional documentation by dragging and dropping the document directly into the tab. | |
History | Displays a chronological history of this ticket from the time the customer submitted it until resolution. | |
Approving a Bank Account
You can approve bank accounts for a Merchant or Partner organization from the My Tickets Datagrid or the Ticket's Detail Screen.
To approve a ticket, complete the following steps:
- Access the My Tickets Datagrid by clicking the MyTickets option in the Dex main menu.
- Search for the ticket by Ticket ID, Location ID, or Organization ID or filter the datagrid by Received date, Status, Assigned To name, Submitted By name, or Priority level.
- Access the Approve Modal using one of two methods:
- From the My Tickets Datagrid, clickÂ
 > Approve on the row in which it displays. - Access the Ticket's Details Screen and click Actions > Approve.
- From the My Tickets Datagrid, clickÂ
- Confirm the approval by clicking the Approve button on the Approve Modal. Dex returns you to the previous screen with the recently updated ticket set to Closed. This action adds the bank account to the Merchant or Partner's organization and also closes the ticket within Freshdesk.
 > Approve on the row in which it displays.Declining a Bank Account
You can decline bank accounts for a Merchant or Partner organization from the MyTickets Datagrid or the Ticket's Detail Screen.
To decline a bank account, complete the following steps:
- Access the My Tickets Datagrid by clicking the MyTickets option in the Dex main menu.
- Search for the ticket by Ticket ID, Location ID, or Organization ID or filter the datagrid by Received date, Status, Assigned To name, Submitted By name, or Priority level.
- After finding the desired ticket, . A Decline Modal displays.
- Access the Decline Modal using one of two methods:
- From the My Tickets Datagrid, click  > Decline on the row in which it displays
- From the Ticket's Details Screen, click Actions > Decline.
- From the My Tickets Datagrid, clickÂ
- Confirm the decline by clicking the Decline button on the Decline Modal. Dex returns you to the previous screen with the recently updated ticket set to Closed. This action also closes the ticket within Freshdesk.