Here's a little insider info, just for you!
When you have contacted L2L Support with a concern or a request, and we subsequently let you know that we have created a development ticket (aka Jira Ticket), we generally include the Jira Ticket number for future reference. Jira projects that are customer centered are almost always numbered like DSP-12345.
Once that part of the process has been completed by a member of the Support team, the originating Support ticket is either:
- Placed On-Hold (we will update you further via the ticket)
- Please note that Zendesk tickets that are placed On-Hold will be automatically closed by the system after a duration of one (1) year. L2L Support has no control over this.
- Closed (meaning there is a Jira ticket in place and you will be notified when the concern is resolved / new feature has been dispositioned: either enabled or declined, and thereby complete)
- Pending (L2L is awaiting additional information from you)
- Please note that Zendesk tickets will be automatically closed by the system after four continuous (4) days in pending status. L2L Support has no control over this.
In response to creation of a Jira ticket, customers often ask how they can access those tickets. Jira tickets are maintained in a database that is not accessible outside of L2L personnel.
However, we will tell you both the Zendesk Ticket number and the Jira Ticket number. You can always request a status update at any time by referencing those ticket numbers.