At Design.Garden, we use support tickets to track and manage the status of any issues we're helping you resolve. When you contact us—whether by email or phone—about a new issue, we create a ticket and assign it a status of “Open.”
Each ticket includes:
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A descriptive title summarizing the issue
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A unique numeric ID to help identify it (e.g.,
[Ticket ID: 416063] Website Running Slowly)
Ticket Status Workflow
As we work on your issue, we update the ticket’s status to reflect our progress:
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Open – The ticket has been created and is awaiting action.
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In Progress – We’ve started working on the issue.
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Answered – We believe the issue has been resolved and are awaiting your confirmation.
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Closed – The issue is fully resolved, and the ticket is officially closed.
If a ticket remains in the “Answered” status for several days without a response, it will be automatically closed—this typically indicates the issue has been resolved to your satisfaction.
Managing Your Tickets
You can manage and respond to your support tickets anytime via your Customer Portal.
Here’s what you can do:
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Reply to a ticket if you need further assistance (even after it’s marked “Answered”)
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Reopen a ticket by changing its status or adding a new comment
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Close a ticket yourself once the issue is resolved
If you notify us by phone or email that your issue is resolved, we’ll close the ticket on your behalf. If we don’t hear from you within a reasonable time after a ticket is marked “Answered,” we’ll automatically close it so you can focus your attention elsewhere.
