Everyday use
Follow a ticket and reply
Find your tickets, read updates from the support team, see what each status means and add information.
Applies to Moraph Support as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.
Find your tickets
- Overview shows your open tickets, how many are Waiting on you, and recently resolved tickets.
- Tickets lists them all. Choose Open, Resolved or All at the top.
- Open a ticket by its reference (MS- followed by six characters) to see the conversation and its details.
What the statuses mean
| Status | Meaning |
|---|---|
| New | Raised and waiting for the support team to pick it up. |
| In progress | The support team is working on it. |
| Waiting on you | The support team has asked you something. The ticket can’t move until you reply. |
| Resolved | The support team (or you) think the problem is fixed. You can still reopen it. |
| Closed | Finished. It can’t be reopened; raise a new ticket instead. |
Updates from the support team appear in the conversation, marked Moraph, and are emailed to the person who raised the ticket.
Reply to a ticket
Open the ticket.
In Add to this ticket, write your reply in Reply.
Choose Send reply.
ResultThe page says Your reply has been added. A ticket that was Waiting on you goes back to In progress, and the support team is told.
Replying to a Resolved ticket reopens it; the box is labelled Reply (this reopens the ticket).
Add new information to the existing ticket rather than raising another one, so the person working on it has everything in one place.
Details on the ticket
The Details panel shows the status, severity, category, service, environment, who raised it, your organization, and when it was raised and last updated.
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Need help with your own setup rather than this page? Raise a support ticket.