Tracking Ticket Status
Stay informed about the progress of your support requests. ClientCove makes it easy to see where each ticket stands and what actions are needed.
Viewing Your Tickets
To see all your tickets:
- Click Tickets in the left sidebar
- Requests that need your reply are listed first under Waiting on you, then Open requests your team is working on
- Click any request to view its full details and conversation history
Each request shows its subject, number, when it was opened and last updated, and a badge: Waiting on you, We're on it or Resolved. Resolved requests are one click away under View resolved requests. See What Clients See on the Tickets Page.
Ticket Statuses
Each ticket moves through the following stages:
| Status | Meaning |
|---|---|
| Open | Your ticket has been submitted and is awaiting review |
| In Progress | Your team is actively working on your request |
| Awaiting Response | Your team needs additional information from you |
| On Hold | The ticket is paused (your team will explain why) |
| Resolved | The issue has been addressed |
| Closed | The ticket is complete and archived |
Understanding Status Changes
- When a ticket moves to Awaiting Response, check the latest comment for questions from your team
- Resolved tickets can be reopened by the client within your portal's reopen window (7 days unless your team changed it). If the window is set to 0, only staff can reopen tickets
- Your team may add custom statuses (for example "Waiting on Vendor") or use Reopened; these appear in the same places as the standard ones
- Closed tickets are archived but remain searchable
Filtering and Sorting
Your team's Tickets page has a toolbar above the ticket list to filter and sort. (Clients get the simpler client Tickets page instead.)
- Status filter — Show only Open, In Progress, or Resolved tickets
- Priority filter — Focus on high-priority items
- Date range — View tickets from a specific time period
- Sort order — Sort by newest, oldest, priority, or last updated
- Search — Find tickets by keyword in the subject or description
Notifications
ClientCove notifies you when your tickets are updated:
- In-app notification — A badge appears on the Tickets icon in the sidebar
- Email notification — You receive an email with the update details
- Dashboard widget — Updated tickets appear in your activity feed
You can customize notification preferences in Settings then Notifications.