After submitting a support ticket, you can track its progress, view responses from our team, and add additional information — all from your Data Mammoth dashboard. This guide explains how to monitor your tickets and what each status means.
Viewing Your Tickets
You will see a list of all your tickets, with the most recent at the top. Each ticket displays:
- Ticket Number — A unique identifier (e.g., TKT-12345).
- Subject — The subject line you provided when creating the ticket.
- Department — Which team is handling the ticket.
- Priority — The urgency level. See Understanding Ticket Priority & SLA.
- Status — The current state of the ticket.
- Last Updated — When the most recent activity occurred.
Understanding Ticket Statuses
| Status | Meaning |
|---|---|
| Open | The ticket has been submitted and is waiting for our team to review it. |
| In Progress | Our team is actively working on the issue. |
| Awaiting Your Reply | We have responded and need additional information or confirmation from you. |
| On Hold | The ticket is paused, typically waiting for a scheduled action or third-party response. |
| Resolved | The issue has been addressed. The ticket will be closed automatically after a period of inactivity if you do not respond. |
| Closed | The ticket is completed. No further action is expected. You can reopen it if the issue recurs. |
Viewing Ticket Details
Click on any ticket to open the full conversation thread:
- Original message — Your initial description of the issue.
- Support responses — Replies from our team, including troubleshooting steps, solutions, or questions.
- Your replies — Any follow-up information you provided.
- Timestamps — When each message was sent.
- Attachments — Files shared by either party.
Responding to a Ticket
When our team replies, you will see the ticket status change to Awaiting Your Reply. To respond:
You can also reply directly to the notification email you received. The reply will be appended to the ticket automatically.
Tips for Effective Replies
- Answer all questions — If our team asked multiple questions, address each one.
- Include updated information — If the situation has changed since your last message, describe the current state.
- Attach relevant files — Screenshots, log excerpts, or configuration files help our team investigate faster.
- Keep it in one thread — Respond to the existing ticket rather than creating a new one for the same issue.
Filtering and Searching Tickets
If you have many tickets, use the available filters:
- Status — Show only open, in-progress, or closed tickets.
- Department — Filter by technical, billing, or other departments.
- Date range — Find tickets from a specific time period.
- Search — Search by ticket number, subject, or keywords.
Email Notifications
Data Mammoth sends email notifications for ticket activity:
- Ticket created — Confirmation that your ticket was submitted.
- New reply — When our team responds.
- Status change — When the ticket status is updated.
- Ticket closed — When the ticket is marked as resolved and closed.
Reopening a Closed Ticket
If a resolved issue recurs:
If the Reopen option is not available (e.g., the ticket has been closed for a long time), submit a new ticket and reference the old ticket number.
Ticket Response Time Expectations
Response times depend on the ticket priority:
| Priority | Expected First Response |
|---|---|
| Critical | Within 1 hour |
| High | Within 4 hours |
| Medium | Within 12 hours |
| Low | Within 24 hours |
What to Do Next
- How to Submit a Support Ticket — Create a new ticket.
- Understanding Ticket Priority & SLA — Learn about response commitments.
- All Ways to Contact Support — Explore alternative contact methods.
- Providing Feedback on Support — Share your support experience.