When you submit a support ticket, it enters our system as Open—which means it’s ready for us to work on, and you’re waiting on our response.
We Respond: Once we reply to your ticket, the status changes to Waiting on Customer. This means we’re waiting for your input before we can proceed.
You’ll Get an Email: You’ll receive an email notification with our response and a reminder that we’re awaiting your reply.
System Reminders: If we don’t hear back after a couple of days, our system automatically checks in with you. This prevents issues from being forgotten and saves both of us from manual follow-ups.
Still No Response? The system sends a second reminder. If there’s still no reply, the ticket will be marked as Closed because we assume it’s no longer an active issue.
Final Check-In: Even after closing, you’ll get one last reminder in case you missed the previous emails.
It’s a Conversation: Think of tickets like a conversation—when someone asks a question, a reply is expected. Our process keeps things moving and prevents long delays.
Keeps Us All Organized: Regular follow-ups ensure nothing falls through the cracks, and that we’re always working on the most important and active issues.
Maximum Visibility: You’ll always know what’s happening with your request—no more guessing or digging through old emails.
Some clients also receive text alerts for ticket updates (open, on hold, waiting on you, etc.). These are helpful, but the best way to keep track of everything is through our support portal: support.yourpersonal.ninja.
In the portal, you can view all tickets—Open, Closed, Waiting on You, On Hold, and more—in one clean, organized place.
Bottom Line:
The ticket system, email alerts, and reminders are there to keep your issues moving forward. The quicker you respond to our requests for info, the faster we can resolve your tickets!
Also see https://www.ustech.ninja/modern-it-support-putting-in-the-work-today-for-a-smoother-smarter-tomorrow/ and https://gamma.app/docs/The-Value-of-Our-Partnership-iuml4gq23l7x4as