Once you have submitted a request, by email or through the portal, it follows the same path every time. Knowing that path makes it easy to tell where your ticket is and what, if anything, is needed from you.
The ticket lifecycle
- Created and acknowledged. The ticket is created automatically and you receive an acknowledgement email with a unique ticket number, immediately.
- Triaged. An engineer reviews the ticket, confirms the severity with you where needed, and sets the priority. The priority determines the response and resolution deadlines.
- Investigated. The engineer works the issue, and may ask you for details, examples, or access to reproduce it.
- Fixed. The engineer applies a fix, or a workaround if a permanent fix will take longer.
- Verified. The engineer confirms the fix works, and may ask you to confirm too.
- Resolved. The ticket is marked Resolved with a summary of what happened and what was done.
- Closed. If the issue does not return, the ticket closes automatically 48 hours after it was marked Resolved.
Ticket statuses
| Status | What it means | Response clock | Anything needed from you? |
|---|---|---|---|
| Open | An engineer is working on it | Running | No, unless you have new information |
| Pending | We are waiting on information from you | Paused | Yes: reply with what was asked |
| Resolved | Fixed or worked around, with a summary | Stopped | Check it works; reply if it does not |
| Closed | Complete, 48 hours after Resolved | Stopped | No; reply if the issue returns |
How you are kept informed
- By email. Every update is emailed from the ticket to the person who submitted it and everyone copied on the original request.
- Reply to respond. Replying to any update adds your message to the same ticket.
- In the portal. The support portal shows the current status, priority, resolution due date, and full history of every ticket.
When a ticket is Pending
If the engineer needs something from you, such as an example URL, a screenshot, confirmation of a change, or approval to proceed, the ticket moves to Pending and the response clock pauses. It resumes as soon as you reply. Replying quickly is the single biggest thing you can do to speed up a resolution.
If the issue comes back
If the problem returns, reply to the resolution email or any other email from the ticket. Your reply reopens it, whether it is still Resolved or has already Closed, with its full history intact, so nobody starts from scratch. For a different problem, raise a new ticket instead, so each issue is tracked on its own.
What the resolution includes
Each resolution note covers the root cause (where it can be identified), the steps taken, and recommendations to prevent the issue recurring. P1 incidents also receive a formal incident report with a root cause analysis. See resolution notes and root cause analysis.
Need it faster?
Deadlines are tracked automatically and at-risk tickets escalate on their own. You can also ask for escalation at any time by replying to the ticket. See escalating a ticket.
Related: severity levels and response times and how to request support.
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