Following the restoration of an incident the ticket is set a solved by a member of the Arkessa Team. You will be notified via an email to let you know that the ticket has been completed.
We'll only set the incident as solved if we feel the incident has been resolved.
You will have five business days to reply or provide an update on the ticket, should the incident re-occur or you feel the issue has not been solved. If an update is provided the ticket will automatically re-open for further investigation.
After five business days the ticket will be set as closed. Please note that if an update is provided after five business days, a 'follow up' ticket is created with a brand new ticket reference number.
Legacy tickets can be viewed and managed from your Customer Portal.