​
1. How to Track the Status of a Ticket

Return to the Julley Support dashboard after submitting a ticket. The dashboard shows your raised tickets and their latest status. Julley Support dashboard showing summary cards and a ticket list with status and priority Julley Support dashboard showing ticket status and tracking information. Use the search box and available filters to narrow tickets by status, priority, category, or creator.

​
2. What Happens After You Raise a Ticket?

After a ticket is submitted, it reaches the Julley Support Team for review. The team checks the issue and posts an update against the same ticket with a solution, fix, workaround, or next step, as applicable.

​
2.1 Receive a Notification

When the Julley Support Team posts an update, the user receives a SethuOS notification such as “New reply on your ticket”. Select the notification to open the relevant support ticket. Notifications panel showing a new reply on a submitted support ticket Notification received when the Julley Support Team posts an update.

​
2.2 View the Support Team Update

Selecting the notification takes the user to the Julley Support ticket page. The latest response from the Support Team is displayed against the same ticket, together with the original request and the current ticket status. Support ticket page showing the original request and the Support Team's reply in the conversation Latest Julley Support update displayed against the submitted ticket.

Julley Support updates are one-way responses from the Support Team. This is not a two-way chat. Use the ticket page to review the latest update and continue tracking the ticket status.

​
2.3 Support Update Flow

A state diagram. Open, when you raise a ticket. Julley assigns it: In progress. Julley replies: Waiting on you. You reply: back to In progress. Julley escalates internally: Waiting on engineering, then back to In progress. Either side resolves: Resolved. You reply on a resolved ticket: back to In progress. Julley closes: Closed, terminal. Julley can also cancel: Cancelled, terminal. Blue arrows are your moves, grey arrows are Julley's. Ticket updates flow one way — replying reopens the ticket, but there’s no live back-and-forth chat.

​
3. Before You Submit a Ticket

  • The subject clearly summarizes the issue.
  • The description explains what happened and gives enough context.
  • The correct category, priority and module are selected.
  • Relevant screenshots or documents are attached where useful.
  • The ticket details have been reviewed before submission.

​
4. Common Issues

For faster understanding, describe the issue clearly and attach a screenshot when it helps show exactly what you are seeing.