Follow a ticket

Where does your ticket stand?

The status tells you who must act:

• Open: the ticket waits to be picked up.
• In progress: support is working on it.
• Waiting user: support answered and waits for you. Your turn.
• Resolved: support thinks your request is settled.
• Closed: the ticket is over.

Answer

A support answer reaches you by notification and by email. Click it: the ticket opens.

1. Read the answer in the thread.
2. Write yours in Your message, with files if needed.
3. Click Send.

Give your opinion

Once the ticket is resolved, a banner asks for your opinion. Click Rate and pick Satisfied, Neutral or Unsatisfied. A word in the comment helps the team improve.

The problem comes back?

Within thirty days of the resolution, click Reopen ticket and explain why. Support is told. After that, create a new ticket.