How to Track and Respond to Your Support Tickets

Modified on Wed, 26 Feb at 2:41 PM

After creating a support ticket, you can track its progress and respond to updates through our support portal or email.

Tracking Your Ticket

1. Login to the Helpdesk Portal

Go to https://support.jhnet.co.za/.
Click “Sign In” and enter your credentials.
Go to “Tickets” to see a list of your submitted requests.

2. Check Your Email for Updates

You will receive an email notification whenever your ticket is updated.
You can reply directly to the email to respond to our support team.

Responding to a Ticket

You can reply via:
- The support portal (open your ticket and click “Reply”).
- Email (simply reply to the notification email).
If your issue is resolved, you can mark the ticket as closed.

Understanding Ticket Statuses

Status	Description
Open	The ticket has been created and is awaiting response from our team.
In Progress	Our support team is actively working on your request.
Awaiting Customer Response	We need more information from you before proceeding.
Resolved	The issue has been addressed, but you can reopen the ticket if needed.
Closed	The ticket is completed and cannot be reopened. You can create a new ticket if needed.

What to Do Next?

If your ticket is Awaiting Customer Response, please provide the requested details.
If your issue is resolved, no action is needed.
If you need more help, reply to the ticket before it is closed.