Forum Discussion

ray_mosley's avatar
ray_mosley
Frequent Contributor
14 years ago

How to followup on Support tickets?

I have opened a couple of tickets with Support for our issues with TestComplete and Subversion, in addition to forum discussions. I got a response to one, which was helpful, but did not provide a solution.  I have not had a response to the second.

I attempted to discover the status of them, but - even though I know the ticket numbers - I found no way to check on the status.  Was the first closed with one response? What is the status of the other?

In short, does anyone know how to followup and obtain the status of a support ticket without opening another ticket just to ask "What going on with ticket M00-----"?

Thanks.

2 Replies

  • tristaanogre's avatar
    tristaanogre
    Esteemed Contributor
    14 years ago
    You should have received an e-mail at least as an automated response indicating the ticket.  You should be able to reply to that, leaving the subject header as is, and that will signal through the ticket.



    Other than that, I can't say.



    I may have seen your questions concerning SVN and TestComplete.  I recall seeing one or two in the recent past and one which had a decent answer to it.  Could you describe what about the answer did not solve your problem and what additional symptoms/difficulties are presenting?
  • ray_mosley's avatar
    ray_mosley
    Frequent Contributor
    14 years ago
    Thank you.  I took your advice and responded to the email, and have received further communication from SmartBear Support.