How do I check the status of my support ticket?
If you've submitted a support ticket and want to track its progress, you can easily check the status through your Devart account. Here's a quick guide to help you understand how to view your support ticket status:
Access Your Support Tickets
- Log in to your Devart account at https://secure.devart.com/
- Once logged in, navigate to the Tickets section. There, you’ll be able to see all of your support tickets.
- Each ticket is assigned a unique ticket number, which you can find next to the ticket's subject for easy identification.
Ticket Statuses Explained
There are 6 possible statuses your support ticket can be in:
Open
This status means that the ticket is currently open on our end. Our team is actively working on it, and we will soon provide you with a response.
Note: Our support is prioritized for those with an active product maintenance plan (active subscription). You can find more details about our Support plans here.
Waiting for Reply
This status indicates that we are waiting for your response. If we don’t hear from you within 7 days, the ticket will be automatically closed by our system. However, don't worry! You can reopen the ticket at any time. Our system never deletes your tickets, so they can be reactivated whenever needed.
On Hold/Escalated
These statuses typically mean that your issue or question has been escalated to our development team or another department. While waiting for a response, the ticket is placed on hold. The duration of this status can vary depending on the complexity of the issue or the time it takes to resolve it.
Solved/Closed
These statuses indicate that the issue or question has been resolved from our side. If you feel the issue hasn't been completely resolved, you can always reopen the ticket by simply replying to our latest message. Your ticket will be reopened, and our team will continue to assist you.
By following these steps, you can easily monitor the status of your support ticket and stay updated on its progress.
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