What to expect after submitting a ticket
Five stages: Received → Under Review → Assigned → Working on It → Resolved. Check status from Help → My Tickets.
Every ticket moves through five stages. You receive a notification at each transition.
1. Received: your ticket is in the queue. You have a reference number and a confirmation.
2. Under Review: a support agent is reading your ticket, checking your account context, and pulling any relevant data.
3. Assigned to Our Team: the ticket has been routed to the person or team with the right expertise. Billing issues go to billing. App-specific issues go to the team that owns that app.
4. Working on It: active investigation or resolution in progress. If we need more information from you, you will receive a message on the ticket thread. Reply directly. It keeps everything in one place.
5. Resolved: the issue is fixed, the question is answered, or the request is complete. You will be asked to confirm resolution. If the issue is not actually resolved, reopen the ticket from the same thread.
You can check your ticket's current status at any time from Help → My Tickets.
Response times depend on the nature of the issue. Billing and access issues are prioritized. Feature questions and general inquiries follow.