Escalate a request

After 30 minutes, for incident requests that are unclassified or classified as P1 or P2, an Escalate button displays on the portal. This option to escalate an incident ticket will help you get more information about what is going on. This will send a call to the people that are working on the ticket saying that the client is asking for an update.

Cancel a request

Cancel the ticket - Before this update, the ticket couldn't be canceled at any time, so the customer had to add a comment and ask for the ticket to be closed. Now they can cancel ticket at any given time, as long as the ticket is not already closed;

Now the client can Cancel the ticket at any given time

Reopen a request

If you are not satisfied with a resolution, you should reopen your request instead of submitting a new one.