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What is the Status of My Support Ticket?

This article provides the steps to find the status of your Socialive support ticket and descriptions for each status.


Finding the Status of Your Support Ticket

To find the status of your Socialive support ticket, go to the Socialive Support Center, and under the search bar, click Check Ticket Status. Alternatively, click here to see all your tickets.

Support Ticket Statuses

Ticket StatusDefinition
  • A ticket is newly created
  • The requestor replies to the Support Team and is waiting for further investigation.
UNDER INVESTIGATIONThe Support Team is investigating the ticket.
TICKET RESOLVED The investigation is completed, and the issue is resolved
PENDING ESCALATIONThe ticket is in the process of being escalated to the Socialive engineering team for further investigation.
AWAITING CUSTOMER RESPONSEThe Support Team has replied to the ticket and is asking for follow-up details or awaiting a response from the requestor.
AWAITING SUPPORT TEAM RESPONSEThe ticket is awaiting a response from the Support Team.
ESCALATED TO OUR ENGINEERING TEAMThe ticket has been moved up to the chain from the Support Team to the Engineering team for further investigation. 
IN REVIEW BY OUR ENGINEERING TEAMThe ticket is in the process of investigating the issue.

Still looking for an answer?

Contact Socialive Support via live chat, email at support@socialive.us, or submit a support ticket.

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