Where can I track my bridge support tickets? It seems like the tickets are submitted and then they disappear into a black hole. Is there a portal to track them that I'm just not finding?
Ashley, the last support case we received from Dori Nottingham was on May 11, 2018, requesting a change in the author for a course. The case was resolved that day and an email with the resolution was sent to Dori's email address.
Your theory is good—you and Dori should definitely check your junk or spam email folders—and we've reached out to your CSM who will help get this sorted. Thanks!
Ashley, when a case is initiated, it receives a prompt email response. Subsequently, open cases receive regular email updates—and interactions can continue through the email chain—and this is followed by an email when the case is closed. In addition, admins can request a report of their tickets either through support (firstname.lastname@example.org) or from their CSM.
Our support team has investigated and has not found any current open cases associated with the email address we have here for you. Would you follow up with Bridge Support at email@example.com so that we can continue to look into this for you?
Thank you Stefanie. I appreciate your quick response! Technically the email is Dori Nottingham's, we are in the same department. But we haven't received any response unless it went to junk mail or something to that effect?
Ashley, we're going to check on our end!
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