Chapter 13 · 13.3
Tracking, replying to and closing your tickets
You'll find all your tickets in the Support Centre on the My tickets tab (1). Here you can track what's happening with your question, reply to our answers and close a ticket once everything's resolved.
The ticket list
For each ticket, you'll see the ticket number, the subject, when it was submitted, when the last reply was and the status. Click a ticket to open the full conversation. Use the buttons above the list (2) to filter:
- All: all your tickets.
- Outstanding: tickets that are still ongoing.
- Waiting for you: tickets we've replied to that are waiting for your response.
- Closed: completed tickets.
Use New ticket (3) to submit a new question. See Submitting a ticket.
What does the status mean?
| Status | Meaning |
|---|---|
| Outstanding | Your ticket has arrived and is waiting for a reply from us. |
| Answered | We've replied. The ticket is waiting for your response. |
| Customer reply | You've replied. We'll take another look. |
| In progress | We're working on your question. |
| On hold | Your question is temporarily paused, for example because we're waiting on someone else. |
| Closed | The ticket has been resolved. |
Opening and replying to a ticket
When you open a ticket, you'll see the ticket number, status and subject at the top. Below that is the full conversation in chronological order. WebOké's messages appear on the left, and your own messages appear on the right in blue, with (you) after your name. Attachments appear below the message. An image opens on the page itself, with the Original link to open it in a new tab.
On the right is the Ticket details block, showing the Status, what the ticket is about (Regarding), the Submitted date and the Ticket number.
Here's how to reply:
- Type your reply in the field under Reply at the bottom.
- If you want to attach a file, click Add attachment.
- Click Send reply.
Your reply appears in the conversation straight away. You can also simply reply to the email you receive from us: it will be added to the same ticket.
Closing and reopening a ticket
Has your question been resolved? Click Close ticket in the Ticket details block. The ticket will get the status Closed.
Still have a question about the same topic? Open the closed ticket. You'll then see Reopen ticket at the bottom. Type your reply and send it: the ticket will reopen and we'll pick up your question again.
Giving a rating
Once a staff member has replied to your ticket, you'll see the question How satisfied are you with the resolution? below the conversation, with five stars. Click the number of stars you want to give. This helps us improve our support.
Tip: a number next to My tickets means there are tickets waiting for your response. Click the Waiting for you filter to see them.