Every ticket shows a state and a priority, and the ticket page says when the next reply is due. This article explains what each one means and how reply times are counted, so you know where a ticket stands without asking.

Who can do this

Anyone who can see the ticket: the person who raised it, and the company's owner and admins.

Steps

See where your tickets stand

  1. Select your picture at the top right, then Settings. Under Company, select Support tickets.
    • Or select the ? at the top right, then Your tickets. Its line says, for example, "2 open, 1 waiting on you."
  2. Each ticket shows its Subject and reference ("SUP-2048 · raised by you"), Category, State, Priority and Last reply ("Meera, 40 min ago").
  3. To narrow the list, select Any, Open, Waiting on you or Resolved above it. Resolved includes closed tickets.
  4. Owners and admins also see Mine and Whole company — select Whole company to see every ticket raised in the company.

See when the next reply is due

  1. Open the ticket.
  2. In the box on the right, Response target says when support owes the next reply — "Reply today by 16:30 IST" — or, once support has replied for the first time, how that went: "Met · 42 min".

What each state means

State What it means
Open Support owes you a reply. The clock is running.
Waiting on you Support has replied and needs something from you. The clock is paused until you reply.
Resolved Support, or you, marked it as resolved. Reply within seven days and it reopens.
Closed Seven days passed after it was resolved. It cannot be replied to; open a new ticket and mention its number.

Reply times by plan

The company's plan sets each ticket's priority, and the priority sets how soon support replies.

Plan Priority First reply
Free Low Best effort, within 3 business days
Starter Normal Within 1 business day
Pro, and the Pro trial High Within 4 business hours
Enterprise Urgent Within 1 hour

Good to know

  • Business hours are 9:00 to 19:00 IST, Monday to Friday, unless your company's country has hours of its own. Nights, weekends and public holidays do not count. A business day is ten business hours, so a Starter ticket raised on Friday evening is due by Monday's close.
  • Enterprise's hour is on the clock, not in business hours.
  • Every reply you send starts the clock again for the reply after it.
  • Support can change a ticket's priority. The priority then reads, for example, "High · set by support".
  • The plan when you raise a ticket is the one that counts. Changing plan afterwards does not move a target already set.
  • Tickets Bizomate raises itself — for example when a company is suspended — show as "Raised automatically · no person wrote this".

If something goes wrong

What you see Why What to do
That ticket is not here — "Only the person who raised a ticket and the company's owner and admins can open it." You are a member, and someone else raised it Ask the person who raised it, or the owner.
"No tickets in that state." The filter hides them Select Any.
A ticket you expected is missing Members see only the tickets they raised Ask an owner or admin to look under Whole company.