Tracking a ticket
The four states a ticket can be in, who it is waiting on, and the one thing that does not work - replying to the notification email.
Every ticket you have raised is at your tickets, newest first, each with its reference and its current state. Opening one shows the whole conversation.
The four states#
| State | What it means |
|---|---|
| Waiting on us | Received, not picked up yet. |
| In progress | Somebody is working on it. |
| Resolved | We consider it answered. |
| Closed | Filed away. Still readable. |
The list also tells you who it is waiting on. If it is waiting on you, there is a question in the thread you have not answered - which is the commonest reason a ticket sits still.
Reply on Revquix, not by email#
This is the one that costs people days.
That is also why the whole conversation is in one place: every turn, from both sides, on the ticket rather than scattered across two inboxes.
Replying#
The reply box appears on the ticket when a reply is possible, and it takes attachments like the original message did.
If there is no reply box, the ticket is in a state that does not accept one - and the page says which rather than leaving you to guess. A resolved ticket that turned out not to be resolved is worth raising fresh with the old reference quoted, rather than waiting on a thread nobody is watching.
A ticket you cannot find#
Two honest possibilities:
- You raised it while signed into a different account. Tickets belong to the account that raised them.
- It was filed as spam. Those are not shown, which means a wrongly classified ticket reads as missing rather than telling you what was decided. If a ticket has vanished and you are sure of the account, raise a new one and say so.
Closed and archived tickets are shown - filing something away is our housekeeping, and hiding your own history because of it would be a different thing entirely.
Related#
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