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If a ticket is logged but resolved in-house before a response is received, how is this accounted for?

Q: If a ticket is logged but resolved in-house before a response is received, how is this accounted for?

Home Blog If a ticket is logged but resolved in-house before a response is received, how is this accounted for? If a ticket is logged but resolved in-house before a response is received, how is this accounted for? April 1st, 2025 by Rachel Pirie If you resolve a ticket in-house and notify us, no time will be logged, and it will not count towards your allocated hours. However, if you have already requested our assistance and we have begun work on the ticket, the time spent will be logged and counted. Can I ask questions during or after the demo? » « Do issues submitted through the ticket system that are escalated to the development team count towards the 4 hours/month allocation? Call Australia: 02 9299 9959 New Zealand: +61 2 9299 9959 Pricing Free Trial Demo

April 1st, 2025 by Rachel Pirie

If you resolve a ticket in-house and notify us, no time will be logged, and it will not count towards your allocated hours. However, if you have already requested our assistance and we have begun work on the ticket, the time spent will be logged and counted.