Once a ticket has been submitted, a user can retain visibility of their ticket as it moves through different collaborators – keeping track of every conversation.
Click on “My Tickets” to respond or add notes as needed
The Store Support team will update a ticket status accordingly as it moves through the process of resolution. By default, when a new ticket comes in, it will be in “Open” status. Circled below shows the status of your ticket:
The following status descriptions will help you understand where your ticket is in that process:
Open - Ticket is ready to be assigned for work.
Pending - Ticket has been assigned to an agent and is actively being worked on.
Configuring - Tech hardware, systems, user accounts, or software, is actively being configured.
Waiting on Customer - Awaiting your Reply
Waiting on Third Party - Waiting on an external resource outside of support ecosystem - looking for a resolution pathway
Awaiting Vendor Delivery - Product has been ordered and waiting on delivery
Awaiting SOS Response - A ticket has been created with our development team. This status immediately flags SOS that attention is needed.
Resolved - ticket has been resolved and no further action is necessary
Department Escalation- Ticket has been escalated to the Support head. Involves priority change.Manual Refund Submitted - Awaiting accounting to process refund into database
A ticket can have various statuses. You can filter out ticket views based on the status by using the drop-down menu above the list of tickets. Choosing “All Tickets” will show every ticket raised, no matter what the status of the tickets is. Your Store Support teams will update the ticket status accordingly.
Once a ticket is “Resolved”, it will show as seen below in “My Tickets” view:
