How to Check Ticket Status

    CategoryGetting Started
    Article typeDocumentation
    Estimated reading time 3 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    You can check the status of an existing support ticket by navigating to the 'Ticket Status' page and entering your Ticket ID and email address.

    Who this article is for

    This article is for users who have already submitted a support ticket and wish to track its progress.

    Overview

    Once you have submitted a support ticket to the GEVADE CRM team, you may want to monitor its progress or provide additional information. We believe in complete transparency regarding support operations, which is why we provide a dedicated portal for tracking your requests. Checking your ticket status allows you to see if your issue has been assigned to an engineer, if we are waiting on further clarification from you, or if the issue has been resolved, depending on your account configuration. This system ensures that your requests do not fall into a black hole and provides a centralized location for all communication regarding a specific issue.

    Before you begin

    • Locate the automated confirmation email you received when you submitted the ticket.
    • Find your unique Ticket ID within that email.
    • Ensure you know the exact email address you used to submit the ticket.

    Step 1: Navigate to the Status Portal

    Click the 'Check Ticket Status' link located in the Help Centre header, footer, or on the homepage. This will take you to the secure /ticket-status tracking portal.

    Step 2: Enter Your Details

    Input your unique Ticket ID (e.g., TKT-12345) and the email address associated with the submission. Both fields must match our records exactly to ensure data privacy and prevent unauthorized access to your support history.

    Step 3: Review the Status

    Once authenticated, you will see the current status of your ticket. Common statuses include 'Open' (received but not yet assigned), 'In Progress' (being actively investigated by our team), 'Pending User' (we are waiting for you to provide more information), and 'Resolved'.

    Step 4: Add Additional Information

    If you have discovered new information, found a workaround, or need to provide the screenshots requested by our team, you can add comments directly to the open ticket from this portal. This keeps all relevant information consolidated.

    Configuration note

    If a ticket is marked as 'Pending User' and we do not receive a response within 7 days, the system will automatically close the ticket assuming the issue has been resolved.

    Important clarification

    Replying to the 'Do Not Reply' automated notification emails instead of updating the ticket via the portal or the specific support thread.

    Resolution guidance

    The system says my Ticket ID is invalid.

    Ensure you are entering the ID exactly as it appears in your confirmation email, including any prefixes. Also, verify that there are no trailing spaces if you copied and pasted the ID.

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