Reply to tickets and follow their status
Keep all follow-up information in the existing ticket so support can review one complete conversation.
Overview
Keep all follow-up information in the existing ticket so support can review one complete conversation.
A complete request and a clear follow-up
Support is for a tracked request about an application problem or an operational question that needs investigation. Before creating a ticket, check the relevant guide and any existing ticket for the same incident. One complete conversation is easier to investigate than duplicate requests containing different pieces of evidence.
Use a short, specific title, then describe the impact, expected result, actual result and steps taken. Include the relevant page URL and exact order barcode, bag reference or transfer reference. An approximate incident time and a carefully cropped screenshot help locate the problem. Do not include passwords, access tokens or unrelated customer information.
Statuses distinguish open, in progress, on hold, waiting for response, resolved and closed work. Waiting for response means you should read the latest request and supply the missing information. Priorities low, normal, high and urgent communicate impact; they are not a guaranteed response deadline. Keep replying in the existing ticket and confirm whether a proposed resolution actually works.
Steps
- Open your ticket from Support or its conversation in Messages.
- Read the latest reply and answer any requested questions in the same conversation.
- Check the current ticket status: open, in progress, on hold, waiting for response, resolved or closed.
- When the issue is resolved, confirm the result in the conversation and use the closing controls available to your role.
Good to know
A muted conversation does not close its ticket. Avoid opening a duplicate for the same issue; add new evidence to the existing discussion.
Application links
Application links require the appropriate account access. The destination is selected for your signed-in role.