Every request you send us becomes a ticket, so you can see where it's up to at any time.
How to check
- Go to the LOOP Helpdesk and click Login. Use the email address you send your requests from. If it's your first time, click Sign up and follow the steps.
- Open your list of tickets from the menu at the top. You'll see every request you've sent, with its current status.
- Click a ticket to read the full conversation, see any attachments and add a reply.
You can also use the link in any email we send you about a ticket. Replying to one of those emails adds your reply to the same ticket.
What the statuses mean
| Status | What it means |
|---|---|
| Open | We have your request and it's with our team. New tickets start here, and so does any ticket you reply to |
| Pending | We're waiting on a reply, usually from you. Check our latest message to see what we need |
| Resolved | We think it's sorted. If it isn't, just reply and we'll pick it up again |
| Closed | All done. If you reply to a closed ticket, it will reopen |
Closing a ticket yourself
Once everything is working as you expect, you can close the ticket from your ticket page in the helpdesk. This helps us know the issue is fully sorted.
Tips
- Reply on the same ticket rather than starting a new one, so the whole history stays together.
- If something has changed since you first wrote to us, add the details to the ticket. Page links and screenshots help.
- Nothing moving? Reply to the ticket and we'll take a look.
Urgent issue?
If your site is down or you have an emergency, please don't wait on a ticket. Follow our Emergency Process or email emergency@semantic.co.uk.
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