How to check your ticket status

Modified on Fri, 08 Jul 2022 at 10:49 AM

You can navigate to any ticket that you have created by going into the Tickets area of the Monolith AI Customer Portal or by using a direct link to your ticket using your ticket URL. Your Ticket URL will be emailed to you once you have created a ticket.


An example of a support ticket:


The panel on the right hand side of a ticket contains ticket details, these can be edited if you need to change the nature of the ticket. You can also see the name of the agent working on your ticket on the top of this panel.


The ticket status bar top of the ticket will show the current status of your ticket, the status of the ticket in the example above is "Awaiting your Response". Ticket statuses can fall into the following categories:


Open

The ticket has been created and is waiting to be investigated.


Awaiting Your Response

The agent is waiting for you to respond.


Being Investigated

The tech team is currently investigating the issue/suggestion raised by this ticket.


Understood

We have seen and understood your feedback. When a ticket is in this status, no further information is required.


Planned for Development

We have prioritised the development of a fix/feature in the upcoming development cycle.


In Development

Our Software Engineering team is actively working on the fix/feature.


In Testing

The bug fix or feature is being tested, before approving for release.


Ready for Next Release

You can expect the fix to be available in the next 1-2 releases. The fix version will be confirmed by us.


Awaiting your validation

When you have received the version containing the fix/feature, we would like you to confirm that you are happy with our solution. The fix version will be confirmed by us.


Resolved

The issue you reported has been resolved.


Closed

The ticket has been closed (the issue has been re-scoped or de-scoped).



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