Customer Portal | Understanding Ticket Statuses

To help you stay informed throughout the support process, here's a quick explanation of what each ticket status means:

Active & Pending Tickets

These are tickets that are currently in our workflow, either actively being addressed or awaiting the next step.

Status	What It Means	Next Action
Waiting for Support	The ticket was created and is awaiting its initial review and assignment by a support team member.	A support team member will review the ticket soon and move it to In Queue or Investigating.
In Queue (NEW)	Your ticket is waiting for action. The responsible team (Support or Development) has not yet begun the active work or execution phase.	The team is prioritizing tickets and will move it to an active status soon.
Investigating (NEW)	The team is actively troubleshooting the problem, gathering data, and looking for the root cause of the issue. We may contact you during this phase to request additional information to fully understand the problem.	The Support team is working and will move the ticket to In Progress once a solution is identified or to In Queue if the development team needs to be involved.
In Progress	The necessary action is being executed. This means either the Support team or Development team is actively applying a fix or implementing the required solution.	The team is focused on completing the fix/solution.
Customer Validation	We have applied a solution or fix and are waiting for your confirmation that the issue is fully resolved and the solution works as expected.	The support team is waiting for your confirmation.

Closed Tickets

Status	What It Means
Resolved	The issue has been successfully addressed and the ticket is now closed. If you believe the problem persists after the ticket is resolved, please feel free to reopen it or submit a new ticket.

Types of Requests

When submitting a ticket, selecting the right type helps us respond more efficiently. Here’s what each type means:

Bug
Something isn’t working as expected. Use this if you're experiencing an error, glitch, or unexpected behavior in the system.
Support
You need help using a feature, have a question, or require assistance with your account or setup.
New Feature
You’d like to request a new functionality or improvement to the product. We welcome your ideas!

Selecting a Category

When creating a ticket, you'll be asked to choose a category from a list. This helps us quickly understand where you're experiencing an issue or need help. Some of the categories include:

Reservation
Invoicing
Payments / Payment Methods
Tax Ruleset
Authentication
User Registration / Management
Vehicles / Fleets / Telemetry
Reports / Analytics / Charts
Pricing Rulesets / SKUs / Reservation Ruleset
Locations / Service Groups / Employees
Roles / User Groups / Organization Settings
Alarms / Notifications
None of the Above

💡 Why this matters:
Choosing the right category helps us reduce resolution time, and ensures we can track where issues are happening.

If you're unsure which to select, choose the one that feels closest — you can always clarify in your message.

Number of Users Affected

To better prioritize and respond to your ticket, we ask you to indicate how many users are impacted by the issue. You can choose from the following options:

Does not affect users and/or does not prevent the use of LaunchMobility
The issue is minor, cosmetic, or informational — the platform is fully functional.
Incident affecting one or few users
The issue impacts a small number of users but doesn’t affect everyone.
Affects a significant number of users and/or partially prevents the use of LaunchMobility
The issue is more widespread or causes partial disruption of service.
Affects all users and/or prevents use of LaunchMobility
The issue is critical and stops everyone from using the platform.

📌 Why we ask:
This helps us assess the urgency and ensures that critical issues are prioritized quickly.