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Viewing Ticket Status

This guide provides step-by-step instructions for clients to check the status of their support tickets on the ED Partners Africa Helpdesk.

Tickets List

Step 1: Access Your Ticket Dashboard​

  1. After logging in, you will be taken to your Client Dashboard
  2. Look for the section labeled:
    • "My Tickets" or "View Tickets"
  3. Click on it to see a list of all your submitted tickets

Step 2: Review Your Ticket List​

You will see a table or list showing the following details for each ticket:

  • Ticket Number: e.g., HD-12345 (save this for reference)
  • Subject: Brief summary of your request
  • Status: Current state of the ticket
  • Last Updated: Date and time of the most recent activity

Step 3: Check Ticket Status Definitions​

Understanding the status of your ticket:

🔹 Open​

  • Your ticket has been received and is under review
  • The support team is working on it or will respond shortly
  • Action needed: Wait for agent response

🔹 Answered​

  • An agent has replied to your ticket
  • Awaiting your response or confirmation
  • Action needed: Click on the ticket to read the response and reply if needed

🔹 Closed​

  • Your issue has been resolved
  • No further action is required (unless you reopen)
  • Action needed: None, unless you need to reopen

🔹 Overdue​

  • The expected response or resolution time has passed
  • Your ticket may be escalated for urgent attention
  • Action needed: Contact support if urgent

Step 4: View Individual Ticket Details​

Ticket View

To see more details about a specific ticket:

  1. Click on the ticket number or subject in your ticket list
  2. You will see the complete ticket conversation including:
    • Your original message
    • All agent responses
    • Your replies
    • File attachments
    • Activity timestamps
    • Current status

Understanding Ticket Priority​

Tickets may also have priority levels that affect response time:

PriorityDescription
🔴 EmergencySystem down, critical business impact
🟡 HighSignificant impact, workaround available
🟢 NormalStandard requests, minor issues
⚪ LowEnhancements, general questions
Priority Assignment

Priority is usually assigned by the support team based on your help topic and description. You cannot directly set priority as a client.

Status Change Notifications​

You will be notified of status changes through:

Email Notifications​

  • Sent to your registered email address
  • Include ticket number and brief update
  • May include the agent's response

Dashboard Updates​

  • Status changes reflected immediately in your ticket dashboard
  • "Last Updated" timestamp shows when changes occurred
Check Your Email

Always check your spam/junk folder for ticket notifications, especially if you're expecting a response.

What Each Status Change Means​

Open → Answered​

  • A support agent has reviewed your ticket
  • They've provided a response, solution, or asked for more information
  • Your turn: Read the response and reply if needed

Answered → Open​

  • You've replied to the agent's response
  • The ticket is back in the agent's queue for review
  • Wait: The agent will review your reply and respond

Open/Answered → Closed​

  • The support team believes your issue is resolved
  • You can still reopen if the issue persists
  • Check: Verify the solution worked before accepting closure

When to Take Action Based on Status​

If Status is "Answered"​

  1. Click on the ticket to read the agent's response
  2. Follow any provided instructions
  3. Reply with results or ask follow-up questions
  4. Confirm if the issue is resolved

If Status is "Closed" But Issue Persists​

  1. Click on the closed ticket
  2. Add a reply explaining that the issue is not resolved
  3. The ticket will automatically reopen
  4. Provide additional details about the ongoing problem

Tracking Multiple Tickets​

If you have several tickets:

Use the Ticket List View​

  • Sort by status to see which need your attention
  • Look for "Answered" status first (these need your response)
  • Check "Last Updated" to see which are most recent

Keep Records​

  • Note down ticket numbers for important issues
  • Save important responses or solutions
  • Track which tickets are related to each other

Common Status Scenarios​

Scenario 1: New Ticket​

Created → Open → Answered → Closed

Normal flow: ticket created, agent responds, issue resolved

Scenario 2: Complex Issue​

Created → Open → Answered → Open → Answered → Open → Closed

Back-and-forth conversation to resolve complex problem

Scenario 3: Reopened Ticket​

Closed → Open → Answered → Closed

Issue returned, additional work needed

Getting Help with Status Questions​

If you're confused about your ticket status:

  1. Check the ticket conversation for the latest agent message
  2. Look for specific instructions in agent responses
  3. Reply to the ticket asking for clarification
  4. Contact support if urgent

Next Steps​

Now that you understand ticket status: