Typically, Kixy can solve your query within a conversation with our customer support team. When your query involves other teams at Kixy, we may create you a Ticket.
🧠 If you have received an email about a ticket update, please open the Kixy app and you will have a notification waiting for you
Here’s what each Ticket state means:
Submitted
This means we’ve received your message and are actively reviewing it.
What you should know: A team member has seen your ticket and is either working on a solution or gathering the necessary information to respond
What to do: No action is needed. Rest assured, we’re on it!
In Progress
Our team is actively working on your issue.
What you should know: The issue might be complex and require collaboration with other teams or departments. This state means we’re making progress
What to do: Feel free to sit tight, or reach out if you have new details to add
Resolved
We believe your issue has been resolved.
What you should know: You should have received a resolution or the information needed to close the ticket.
What to do: If the issue is resolved, great! If not, respond to the ticket to let us know, and we’ll reopen it.