What this screen is for
Every support ticket you have raised, with its reference, subject, category, priority, status and when it was last updated. The statuses draw a distinction worth noticing: waiting for you, and waiting for Laabam.
When to use it
Check it to follow a request you have already made, and particularly to catch anything sitting in the waiting-for-you state. A ticket in that state is not being worked on — it is stalled until you reply, and it will stay that way however urgent it was marked when you raised it.
What you see on this screen
Four cards open the page: Total Tickets, Waiting for Laabam (with us), Waiting for You (with you) and Resolved. The second and third are the pair to read together, because only one of them is anybody else's problem.
The table:
- Ticket ID — the reference to quote.
- Subject — what it is about.
- Category — which kind of issue it was raised as.
- Priority — Low, Medium, High or Urgent, as you set it.
- Status — see below.
- Created — when you raised it.
- Last Updated — when anything last happened on it. A ticket with an old update date and an open status is the one to chase.
- Actions — open the ticket and its conversation.
Filters and actions
A search box matches tickets, with a Status filter (All Status, Open, In Progress, Waiting for You, Waiting for Laabam, Resolved, Closed) and a Priority filter (All Priority, Low, Medium, High, Urgent).
Filtering to Waiting for You is the single most useful thing on this screen: it is the list of tickets stalled on your own reply.
Status values
- Open — raised and not yet picked up.
- In Progress — being worked on by the support team.
- Waiting for You — the team has asked you something and cannot continue until you answer. Nothing is happening in the meantime.
- Waiting for Laabam — the ball is with the support team.
- Resolved — an answer or a fix has been given; it will close unless you reopen it.
- Closed — finished, and kept for the record.
Related
- Submit Ticket
- Contact Support
- Chat History