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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:

Open Tickets

These are tickets that are actively being worked on or awaiting action.

  • Waiting for Customer
     We're waiting for more information from you to proceed. Please check the ticket and respond when you can.

  • Waiting for Support
     Your ticket is in our queue, and a support team member will be reviewing it soon.

  • In Progress
     A support team member is actively working on your issue.

  • Escalated
     Your ticket has been escalated to the tech team for further investigation.

  • Customer Validation
     We've applied a solution and are waiting for your confirmation that the issue is resolved.

Closed Tickets

These tickets are no longer active.

  • Resolved
     The issue has been addressed and the ticket is now closed. If you believe the problem persists, 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.