How to Track Your Support Ticket Status
Once you have raised a ticket, you can monitor its progress at any time in the portal. You will also receive email notifications at each status change.
Ticket Statuses
| Status | What It Means |
|---|---|
| Open | Ticket received, not yet assigned or worked on |
| In Progress | Being actively worked on by a team member |
| Awaiting Client | We need information or a decision from you before we can proceed |
| Awaiting Third Party | Dependent on a response or action from a third-party supplier |
| Resolved | Fix has been applied — waiting for your confirmation it is working |
| Closed | Confirmed resolved and closed |
Viewing Your Tickets
- Go to Support → My Tickets in the portal
- Filter by status, priority, or date
- Click any ticket to view full history, all messages, and attached files
Adding Information to an Open Ticket
If you have more information to add (e.g. additional screenshots, or the issue has worsened), open the ticket and add a reply. Do not raise a new ticket for the same issue — this creates confusion and can reset response time tracking.
Ticket Auto-Closure
Tickets in "Resolved" status that have not received a response from you within 5 business days will be automatically closed. If the issue reoccurs after closure, please raise a new ticket referencing the original ticket number.