What Happens...

When the Support Team Responds to Your Ticket?

When the Support Team responds by adding a comment, the following occurs:

1. The response is added to the ticket as a comment.
2. The status of the support ticket is updated.
3. An email is sent to the email address from the Creating Ticket As field.
4. An email is sent to the ComplianceMate support team.

As occurred when the original ticket was submitted, the emails serve as a backup of the ticket, as well as the comments and responses, but the ticket continues to be where you and support will communicate until the issue is resolved.

When You Respond to the Support Team?

When you add a comment posted by the Support Team, the following occurs:

1. The comment is added to the ticket.
2. An email is sent to the email address from the Creating Ticket As field.
3. An email is sent to the ComplianceMate support team.

If the ticket was marked as Solved by the support team and you added a comment, a new ticket will be opened in most cases if your comment introduces a new issue, factor, or concern.

As occurred when the original ticket was submitted, the emails serve as a backup of the ticket, as well as the comments and responses, but the ticket continues to be where you and support will communicate until the issue is resolved.