Updates to Support Ticket Policies and a New Portal Enhancement

We continue to implement improvements to help our Support team work more efficiently and make communications clearer for you. Most of these have been behind the scenes — but a few upcoming changes will affect how you see and interact with tickets.

When a support request needs to be assigned to another department (e.g., bugs, feature requests, IT service requests), our Support team creates an internal ticket in that team’s workspace.

Previously: Your original ticket would be labeled as “Pending”

Starting Sept. 2:

• If the ticket needs to be passed on from our Support Team and the issue is not a Blocker or Critical issue, the support ticket will be marked as Resolved with a note explaining the resolution. Blocker and Critical issues will be marked as Pending support tickets.
• Resolved tickets will automatically close after two weeks if no further response is received.
• You can review the status details of tickets within your Support Portal.

You can reply to any ticket at any time to request updates or provide more information. The Support Team will notify you when one of our internal teams resolves the issue.

This change in policy reduces the number of “Pending” tickets, which many customers have found unclear.

We’re also automating reminders for support tickets that are waiting on your input:

• After 1 week: You’ll receive a notification reminder if more input is needed.
• After 2 additional business days: A second reminder will be sent.
• 2 weeks after the original request: The ticket will automatically close if we haven’t received a reply.

You can still respond after a ticket is closed to reopen it.

This change will be in effect the week of Sept. 9.

In your Support Portal, you’ll now see clearer Type indicators categorizing your tickets as:

• Feature Request
• Problem
• Question
• or Task

This will happen once our Support Team has begun working on them.

This will help you better understand tickets at a glance and filter them more easily.

You can access the Support Portal from this link or from any email ticket by selecting View Request.

On your first visit, you’ll be asked to sign up - be sure to use the same email address that is used in your dominKnow | ONE access.

Afterward, simply sign in to track and manage all your tickets.