What happens after you open a ticket
Follow a request from the moment you submit it to the day it closes: who reads it, when you hear back, what each status means, and what to do if the fix does not hold.
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On this page
You will
- Picture each step between submitting a request and its close
- Know what we may ask of you, and why the clock waits
- Know how to reopen a request that is not fixed
Opening a ticket sets a short, predictable chain in motion. Knowing the chain means you never wonder whether anyone is on it. Here is each step, in the order it happens.
1. It is recorded, and you are told
The moment you submit, your request gets a reference number and appears in your portal. An email confirms it. The reference is in the subject of every message we send about it, so replies stay together.
2. It goes to the right people
We read the request and place it with the team best suited to it, for example the people who look after networks, or the first-line desk. You do not have to choose. The timer for our first reply starts when you submit, counted in the hours your plan covers.
3. We reply
Someone answers inside your plan's first-reply time. That might be the fix, or it might be a question. A request that is more urgent than it looked can be escalated, which raises its priority and shortens its timers.
4. Work happens, and you can watch it
Your ticket shows one of these:
| Status | What it means |
|---|---|
| Open | We have it and it is in the queue. |
| Being worked on | Someone is on it. |
| Waiting on you | We need an answer from you. Our timers pause until you reply. |
| On hold | We are waiting on someone outside our team, such as a supplier. |
| Resolved | We believe it is fixed, and say what we did. |
| Closed | Finished and filed. |
Questions to you are normal, not a sign of trouble. If you do not answer for a few days, we send a reminder, and after a longer silence we resolve the request so it does not sit open forever. A reply from you reopens it at once.
5. We resolve it, and say what we did
A resolved ticket carries an explanation in plain words, and the email we send asks how we did, in one click. Your answer goes to the team who handled it.
6. It closes, or comes back
For a few days after resolution, a reply from you reopens the ticket. After that it closes by itself. A closed ticket is final, but you can open a follow-up: a new ticket linked to the old one, so nothing has to be explained twice.
Where next
- Next step: the service levels (explained in the client portal once you are signed in).
- Deeper: How to get help from us, including what to write in a request.
- If your reply never came, contact us again through the website's Contact page and quote your reference number.