Will my existing tickets awaiting Engineering assistance be updated?
Yes, beginning September 2023, all existing tickets awaiting Engineering assistance have been retroactively updated with the new fields. You may review your tickets in the Support Help Center to see updates.
What about tickets that do not require Engineering assistance?
Support tickets that do not require Engineering assistance will still include these fields, however, they will be blank.
Will I be notified when my ticket is updated?
While you will not receive an automated update notification, you may review your tickets in the Support Help Center to see updates at any time.
What happens if my ticket Status/Version/Release date changes?
Changes may occur from time to time and tickets will always include real-time updates. While you will not receive an automated update notification in the event of changes, you may review your tickets in the Support Help Center to see updates at any time.
How long will my ticket be open?
Each ticket is unique and requires variable assistance to ensure completion based on the prioritization status. Therefore, it’s difficult to gauge the length of time your ticket may be open.
I don’t agree with my ticket’s priority. What can I do?
Each ticket is thoughtfully reviewed for severity and impact, ultimately determining the priority. If you have questions about the priority assigned to your ticket, we encourage you to review the Defect Prioritization chart. If you still have questions, please contact your Cayuse Customer Success Manager.
What if my ticket says it’s Awaiting Product Engineering but I don’t have an Engineering Status or Engineering Priority?
This scenario may occur for a variety of reasons, including:
- Multiple engineering tickets are required to be opened to address multiple issues reported
- A ticket is opened with our System Operations team to resolve the issue
If you have additional questions, please contact Cayuse Support by opening a ticket via the Help Center.