Once a support ticket is submitted, it appears in the customer portal with status, assignee, last update timestamp, and a full conversation history. Administrators see every ticket opened by their organization, which is helpful when a contributor is out and another team member needs to pick up the thread. Status values like "awaiting customer" make it clear when the next action belongs to your team versus the APIWORX support engineer.
When a ticket is updated, the requester and shared portal users receive an email. You can reply directly in the portal or by replying to the email — both routes append to the same conversation. If a ticket has stalled in "awaiting customer" for several days, the portal will still show it as open so it does not slip out of view; provide the requested information when ready and the engineer will resume work.
For longer engagements that involve multiple tickets — a complex onboarding, a multi-system migration, or a recurring exception — use the portal to scan recent ticket history before opening a new one. Linking a new ticket to a related prior thread, or referencing a past resolution, helps the support team apply context immediately instead of starting from scratch.
What to keep in mind
- Use the portal as the source of truth for ticket status, not email.
- "Awaiting customer" means the next action belongs to your team.
- Share portal access with backup owners so tickets are never orphaned.
- Reference related historical tickets when opening a new one for the same workflow.