How will I be notified about ticket updates?

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• How will I follow-up on ticket?

  You can followup on a ticket by replying on ticket from helpdesk or email

• Can I track the status of my ticket?

  Yes, once a ticket is created, you can track its status in the “My Tickets” section. You will also receive notifications about updates.

• How can I reopen a resolved ticket?

  Tickets can only be reopened if they are in “Resolved” or Closed" status. The “Reopen Ticket” button will be available until the ticket has been closed. A ticket can also be reopened if you reply or comment on a ticket.

• When my ticket will be responded and resolved? What is an SLA?

  Service Level Agreement (SLA) defines the expected timeframe within which the support team must respond to and resolve a ticket. SLAs are set for different ticket categories and subcategories.

• What happens if my ticket is not closed within the designated time?

  If a ticket is not closed within the specified time after the second reminder, it will be auto-closed, and an email notification will be sent to the requestor.