If the email of the person you'd wish to select as a follower on your ticket doesn't appear in the list, no problem! This just means that person has yet to be entered into the database as a user in your organization. You can request to add additional users via email or via a Support Ticket.

The file attachment fields can support any type of file, including .pdf, .png, .jpg, .doc, .xls, .csv, and more.

Yes. Any attachment must be no more than 100MB in size.

If you feel like you should be able to view all tickets submitted by members of your organization, and you currently can not, please let us know.

As the creator of the ticket, you will automatically receive an email when either of the following happens:

• The status of your ticket changes.
• A Synctivate agent sends a message related to your ticket.

Yes. As a follower on the ticket, they will receive the same notificaiton emails when the status changes or an agent sends a new message.

The Review status is typically used when a Synctivate agent has worked through a ticket but would like the client to review the changes before switching the status to Completed.  

The On Hold status is typically used when a Synctivate agent has reached a point in the triaging process where more information is required in order to complete the ticket. This could be something that the client needs to provide to the agent, or something out of the control of the agent that requires additional time and/or resources.

When a ticket is put in status D - Dev Request, this means that the issue in question will take some time to work through, typically usually more than four hours. Because of this, we transition the request to a separate bucket of tasks but will continue to update the support ticket as our team works through it.