Tracking your tickets
For everyoneTracking your tickets
Section titled “Tracking your tickets”Every ticket you’ve ever raised is in My tickets in the left rail. The default view shows everything that’s still open; use the filter bar to switch to closed, all, or just the ones currently waiting on you.
What the statuses mean
Section titled “What the statuses mean”| Status | What it means |
|---|---|
| Open | The helpdesk has it. No action needed from you. |
| In progress | An agent is actively working on it. |
| Waiting on me | The team has asked you a question. The clock pauses until you reply. |
| Waiting on a third party | They’ve handed off to a vendor (Wonde, Microsoft, your broadband provider). |
| Resolved | They believe it’s fixed. You have 3 working days to come back if it isn’t. |
| Closed | Sealed. Reopen by raising a new ticket and referencing this one. |
If a ticket sits in Waiting on me longer than a week without you replying, the team will close it on the assumption it’s no longer needed. Don’t worry — closing a ticket doesn’t lose its history.
Replying to a ticket
Section titled “Replying to a ticket”Open the ticket and use the reply box at the bottom of the conversation. Drag-and-drop attachments work, including photos from your phone if you opened the portal there.
If the team has marked the ticket Resolved and you reply, it automatically reopens. You don’t need to “object” through some other channel.
When something’s urgent
Section titled “When something’s urgent”The portal isn’t the right place for an emergency. If the building is on fire, call 999. If someone is at risk, follow your school’s safeguarding policy. The helpdesk is for the things that can wait — even things that need fixing today.
If you genuinely need same-day help and the form doesn’t have an “Urgent” option, raise the ticket anyway and add the word “urgent” in the subject. The triage team scans for it.
Useful filters
Section titled “Useful filters”- Mine — only your tickets (this is the default)
- Mine + my watched — adds tickets you’re CC’d on (e.g. another teacher in your dept raised it, you’re tracking)
- All school — admins only; everything from your academy
- Status: Open — anything not yet resolved or closed
The filter you pick is remembered across visits.