Viewing current support tickets

Written By Stanislas

Last updated 2 days ago

Overview

Once you've submitted a support ticket through Suzanne, you can follow its progress in two ways: by email or by asking Suzanne directly. This article explains how to check the status of a ticket you've already opened.

Prerequisites

To view your support tickets, you need:

  • An active Swiftask workspace account

  • A submitted support ticket (opened via Suzanne — see "Reporting bugs or performance issues")

  • Access to the email address used when the ticket was submitted

Step-by-step guide

1. Check your email for updates

  1. Open the inbox for the email address you used to submit your ticket.

  2. Look for the confirmation email sent when your ticket was created.

  3. The support team sends status updates on your ticket approximately every 3 days.

Expected result: You receive regular email updates on your ticket's progress without needing to log back into Swiftask.

2. Ask Suzanne for your ticket status

  1. Click the settings icon (gear icon) in the bottom-left corner of the sidebar.

  2. Select "Need help" from the menu options.

  3. Choose the option to talk to Suzanne.

  4. Ask Suzanne for the status of your ticket (mention the issue or the email you used, if possible).

  5. Suzanne checks your ticket and reports back its current status.

Expected result: You get an immediate update on your ticket without waiting for the next scheduled email.

Practical use cases

Case 1: Following up on an unresolved bug

You reported a bug three days ago and haven't received an update yet. You open "Need help" and ask Suzanne for the status. She confirms the ticket is still being investigated and gives you an estimated timeframe.

Case 2: Checking status while waiting for email

You're in the middle of an urgent task and don't want to wait for the next scheduled email update. You ask Suzanne directly, and she immediately tells you the current status of your ticket.

Tips & best practices

  • Keep your confirmation email: It contains your ticket reference, which helps the support team and Suzanne identify your request faster.

  • Reply directly to the email thread: If you have additional information, replying to the existing email thread keeps everything in one place.

  • Ask Suzanne instead of waiting: If you need an update sooner than the next scheduled email (every 3 days), Suzanne can check the status for you at any time.

Troubleshooting

Issue: I haven't received any email updates

Cause: The email may have gone to your spam folder, or the contact information provided when the ticket was submitted may be incorrect.

Fix: Check your spam/junk folder. If you still can't find it, ask Suzanne to confirm the email address on file for your ticket.

Issue: Suzanne can't find my ticket

Cause: Suzanne may need more details to locate your request.

Fix: Provide the email address used to submit the ticket, and a brief description of the original issue.

Additional resources