How Customers Track Their Tickets

The Customer Portal can allow customers to review the status and history of requests they are permitted to access.

View tickets

After signing in when authentication is required, customers can open the available ticket area and select a request.

Ticket information

The portal may show information such as:

• ticket subject
• current status
• conversation history
• customer-visible replies
• selected request information
• other supported ticket details

Add a reply

Where replies are supported, customers can continue the existing conversation from the ticket rather than creating a new request for the same issue.

Status changes

Customers should use the displayed status as an indication of the current service lifecycle.

The exact meaning of each status depends on the Helpdesk workflow.

Good practices

Continue the existing ticket when the issue is the same. Create a new request only when the customer needs help with a separate matter.

This keeps the support history easier to understand.