TravelgateX Tickets

Understanding the Lifecycle of Your Tech Support Tickets

If you've ever submitted a tech support ticket, you know how important it is to stay informed about its status. At TravelgateX, we use a specific process to ensure that your ticket is handled efficiently and effectively. Here's what you can expect when you submit a ticket through our Tickets section:

  • New: Once you've submitted your ticket, you'll receive an automatic response with a reference number, subject, and description. You can also add additional participants to the ticket by replying to the email and adding them in copy. If your ticket is related to a previous one, you can inform our Support Team by filling in the appropriate fields in the "New Ticket" form.

  • To do next: Your ticket is automatically categorized based on the information you provided and prioritized in the queue for a first check.
  • L1 in progress: One of our Customer Care agents is already working on resolving your issue.
  • L2 in progress: If your ticket requires escalation, it will be sent to one of our Product teams. While your ticket is in this status, you won't be able to see all the internal processes we're using to solve it, but please be patient as our Product teams work on it.
  • Waiting on Buyer/Seller: If we need more information or are waiting for comments from the Buyer or Seller, your ticket will be in this status.
    • After 3 days of waiting for a response, we will send a friendly reminder, and our system will send three additional reminders (after 7, 15 and 20 days). 
    • If we have not received a response after 21 days, we will notify you that the ticket is now closed. If you don't want your ticket to be closed, be sure to comment on the ticket or add someone else from the appropriate team to the loop.
  • Waiting on TravelgateX: If a Partner sends us a comment, the ticket will be marked as "Waiting on TravelgateX". But don't worry, our team is on it and we'll do our best to get back to you as soon as possible!
  • Resolved: Once your ticket has been resolved, we'll send you an email detailing the solution. If you don't agree with the solution, you have 7 days to respond. After this period, your ticket will be closed permanently.
  • Closed: If your ticket has been waiting for a response for at least 21 days in Waiting on Buyer/Seller or 7 days after it's Resolved, it will be considered closed and cannot be reopened.


It's important to note that this process is exclusively for product maintenance purposes. If you need to suggest a new feature or require new development, please use our Community page.


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