My Tickets: your ticket's lifespan explained

Understanding the different statuses of your tech support ticket

Once you open a Customer Care ticket using our App in section “My tickets”, the ticket will go through the following process:

  • New: You have opened your ticket correctly and you should receive an automatic response with the reference number, subject and description.
  • To do next: Your ticket is categorized automatically according to the information you entered when you created the ticket. It is then prioritized on the queue and selected for a first check.
  • L1 in progress: One of our Customer Care agents is already checking and doing all that they can to resolve the issue.
  • L2 in progress: The ticket has been escalated to one of our Product teams. When a ticket is in this status, you won’t be able to see all the internal processes we are doing to solve it, but please be patient as our Product teams are working on it.
  • Waiting on Seller: The ticket will be in this status when we need more information and/or we are waiting for the Seller's comments. You will receive a few automatic messages when a ticket is in this status:
    • After waiting 3 days for a response, we will send a kind reminder - our system sends 3 automatic reminders.
    • After waiting 30 days for a response, we inform you that the ticket is now considered closed. Please note that if you don’t want the ticket to be closed, you should comment on the ticket or add someone else from the Seller's team to the loop in order to get the required answers.
  • Waiting on Buyer: The ticket will be in this status when we need more information or we are waiting for the Buyer's comments. You will receive a few automatic messages when a ticket is in this status:
    • after waiting 3 days for a response, we will send a kind reminder- our system sends 3 automatic reminders.
    • after waiting 30 days for a response, we inform you that the ticket is now considered closed. Please note that if you don’t want the ticket to be closed you should comment on the ticket or add someone else from the Buyer's team to the loop in order to get the required answers.
  • Waiting on TGX: The ticket will be in this status when one of the Partners involved sends us a comment and it is waiting for our Customer Care team's response. 
  • Resolved: Once your ticket has been considered resolved, you will receive an email explaining the resolution. This status is not definitive and you can still respond to this ticket in the following 7 days if you don’t agree with the solution. After this period, your ticket will be permanently closed.
  • Closed: This ticket is considered completely resolved and it cannot be reopened. If a ticket is in this status, it means that there have been at least 30 days waiting for a response in either Waiting on Seller or Waiting on Buyer, or 7 days after it's Resolved.

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Please remember that this working flow is exclusively for product maintenance purposes.

In case you need to suggest a new feature or need a new development you should use our Community.