# 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.

Source: https://www.revquix.com/docs/support/tracking-a-ticket
Last verified: 2026-09-04

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Every ticket you have raised is at [your tickets](https://www.revquix.com/dashboard/help/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.

> **Warning** - Replying to the notification email does nothing
>
> The email telling you we answered is a **deep link, not an address**. There is no inbound mail
> handling, deliberately - a reply sent to it does not reach the ticket and nobody is told it exists.
>
> Open the ticket and reply there. The link in the email takes you straight to it.

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

- [Raising a ticket](https://www.revquix.com/docs/support/raising-a-ticket) - Writing one that gets answered first time.

- [Getting help](https://www.revquix.com/docs/support/getting-help) - The routes that are faster than a ticket.