Review and Manage Organization Support Tickets

Find an organization ticket, understand its state, and perform only the actions available to your role.

Before you begin

• Confirm the customer organization that owns the request.
• Use an account with ticket-viewing permission for that organization.
• Have the ticket number, subject, or affected service available when possible.

Find a ticket

1. Open Organization Tickets.
2. Choose the organization when prompted.
3. Use search to find a ticket number, subject, or description.
4. Use quick views or filters for status, priority, and support lane.
5. Open the ticket to review its details, conversation, attachments, and current next action.

Understand common states

• Open means the request has been created and awaits handling.
• In progress means work or investigation is underway.
• Waiting for customer means the requester or organization needs to provide information or confirm an outcome.
• Resolved means a resolution has been recorded. Review it before opening a new request for the same issue.

Manage the next action

• Add requested context to the existing ticket rather than creating a duplicate.
• Use only the status or bulk actions displayed for your account.
• Preserve the organization context when returning to the ticket list.
• If the issue changes materially, explain the new scope before deciding whether a separate ticket is necessary.
• Use the approved support process for escalation. Do not send secrets or customer information through an external channel.

Troubleshooting

• Clear filters if a known ticket is not visible.
• Confirm the organization if the account belongs to several organizations.
• If access has changed, ask an organization owner or administrator to review ticket-viewing permission.

Completion check

• The intended ticket and organization are visible.
• The current status and responsible next action are understood.
• Any requested response was added to the existing conversation safely.

Related tasks

Continue to Open an Organization Support Ticket, return to Organization Support, or browse the Account, Support, and Billing guide.

Review Organization Tickets