On the My Dashboard page, you can find information regarding your ticket status, open a ticket (request) discussion with the agent, and view the status of the tickets on which you are CC’d, along with Organization Requests.
My Requests
On this page, you can see all your tickets and take action if needed.
Ticket Status
The Status field indicates the overall status of the ticket. There are three Ticket statuses: Open, Action Required, and Solved.
Please see below for an explanation of the different status values.
| Status Field | Description |
|
Open |
Set by the system when the first agent starts working on your ticket. |
| Awaiting Your Reply |
This status indicates that we are waiting for you to take the next action. We may have sent you a question via email or left you a voicemail, asking for some information that is missing for us to proceed with the ticket. Please help us solve your ticket faster by responding to our question in the portal directly in the ticket (preferred) or by email/phone if that is more convenient. |
|
Solved |
Important! The ticket is not closed. The system sets this status when we have shared a possible solution with you (the customer), and have asked you to test it. You can revert the ticket to Open status if the solution does not work, and we will continue working on it. All tickets stay in this status for seven days before moving to the Closed state. |
Organization Requests
On this page, you can view tickets raised by other users in your organization.
