Follow ticket updates and reply to the team
Understand request statuses and keep your conversation moving.
Read the current status
Open means the request is in the active queue. Awaiting your reply means the team needs information or confirmation from you. Awaiting support means the conversation is back with the team. Resolved means the request has been marked complete. These labels describe workflow state. They are not promises about a completion time or proof that every system involved is healthy.
Respond in the conversation
- Sign in and open My tickets.
- Select the relevant request and read the latest reply.
- Answer the specific questions and include new evidence if available.
- Submit your reply once and confirm that it appears in the thread.
An employee may keep investigation notes separate from the customer conversation. Your visible thread contains the messages intended for you.
If the issue returns
Open the resolved ticket and explain what is still failing or what has changed. Include a fresh time and any new error. If the problem is unrelated, create a new request and reference the earlier ticket for background.
Notifications and the portal
When email notifications are connected, updates can also arrive by email. The portal remains the place to review the full conversation. If an expected email does not arrive, check the ticket directly before assuming the team has not responded. Report the ticket number and the missing notification without sharing your mailbox password.
Include this guide and what you tried in your ticket so we can pick up from there.
Contact support