Tracking Support Tickets
Monitor and manage your support requests
Tracking Support Tickets
After creating a support ticket, you can track its progress, add information, and communicate with our team.
Viewing Your Tickets
Access Your Tickets
- Go to Dashboard
- Click Support in the sidebar
- View your list of tickets
Ticket List
Your tickets are displayed showing:
- Ticket ID
- Subject
- Status
- Priority
- Created date
- Last updated
Ticket Statuses
Understanding what each status means:
| Status | Meaning |
|---|---|
| Pending | Ticket received, awaiting review |
| In Progress | Team is actively working on it |
| Resolved | Issue has been addressed |
Status Flow
graph LR
A[Pending] --> B[In Progress]
B --> C[Resolved]Viewing Ticket Details
Open a Ticket
Click on any ticket to see:
- Full description
- All responses
- Attachments
- Status history
Conversation Thread
See the complete conversation:
- Your original request
- Team responses
- Your follow-ups
Responding to Tickets
Adding Information
To add to an existing ticket:
- Click on the ticket in the list to open it
- Type in the message field at the bottom
- Click Send
Ticket Statuses
Tickets progress through three statuses:
| Status | Meaning |
|---|---|
| Pending | Ticket received, awaiting team review |
| In Progress | Team is actively working on it |
| Resolved | Issue has been addressed |
Multiple Tickets
Managing Several Issues
If you have multiple tickets:
- Keep unrelated issues in separate tickets
- Reference ticket IDs in messages if they're related
- Check each ticket for updates from the team
Tips for Effective Follow-ups
Be Clear
- State whether the issue is resolved
- Add any new information discovered
- Confirm if you've tried the suggestions given
Stay on Topic
- Keep replies relevant to the ticket
- Create new tickets for new, unrelated issues
Troubleshooting
Can't See My Tickets
Ensure:
- You're logged into the correct account
- The ticket was created with this account
Getting the Best Support
Do
- Respond promptly to questions
- Provide requested information
- Be specific and detailed
Don't
- Create duplicate tickets
- Submit vague descriptions without reproduction steps