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How can I track the status of my support requests and technical issues?

This article will summarize how to access the Customer Portal and understand the different status updates for your help requests and bug reports.

 

Note on Technical Issues: To keep your view clear, the portal only displays High Severity bug tickets. While our team logs and reviews every single report we receive, we prioritize our resources on the issues that impact your "boots on the ground" operations the most. If a bug isn't visible in your portal, it means we’ve documented it internally but aren't currently fast-tracking a fix for it.

Overview & Explanation

When you submit a request for help or report an issue, you can track exactly where that "job" stands in our system through the Corfix Ticket Portal. By checking your ticket status, you’ll know if we are currently reviewing your request, if a fix is being scheduled, or if we need more information from you to get the job done.

How It Works (Step-by-Step)

  1. Access the Portal: You can go directly to the Corfix Ticket Portal link, or access it through the Corfix Success Center.

  2. Open the Portal: Click the Blue Heart icon in the top left corner of the Success Center (located in your admin dashboard) to open your personal ticket dashboard.

  3. View Your Tickets: You will see a list of your current requests. Look at the Status column to see the progress of each item.

  4. Filter Your View: If you need to see tickets submitted by your teammates, you can toggle your view to see requests for your entire organization.

  5. Send an Update: If you have a question or a new photo to share, click into the ticket and type your message directly to our team. This keeps all communication in one spot instead of buried in emails.

Understanding Your Statuses

General Support & "How-To" Requests

  • Received: We have your request and it’s in line for a team member to review.

  • Awaiting Your Response: We need more info (like a photo) from you before we can move forward.

  • On the Schedule: We’ve reviewed the request and it is officially on our to-do list.

  • Being Worked On: A team member is actively handling your request right now.

  • Resolved: The job is finished and your request is complete.

Software Fixes & Technical Issues

  • Reviewing Your Update: You sent us new evidence (like a video). We are reviewing it immediately to see if we need to fast-track the fix.

  • Confirmed & On Schedule: We’ve verified the issue and it is on our repair schedule.

  • Fixing It Now: Our team is "under the hood" actively repairing the code to solve the issue.

  • Fixed & Live: The repair is done! Refresh your app or log back in to see the update.

  • Request Noted / How-To: The app is working as intended. We’ve sent you a guide on how to use it and saved your feedback for future improvements.

Use Cases and Benefits

  • Stay Informed on Site: Check if a software glitch is being fixed in real-time without having to call your manager.

  • Centralized Communication: Keep all your notes and photos in one place rather than searching through old emails.

  • Team Visibility: See if a colleague has already reported an issue so you don't have to spend time submitting the same request twice.