Check your tickets by phone

The assistant can tell you the status of your tickets and update them for you.

Prerequisites

• You proved who you are. Read Prove who you are by phone (employees) or Prove who you are by phone (customers).
• Customers: to talk about an existing request, the assistant needs a second proof, such as a one-time code by email. Read Talk about a request that you already made.
• Employees: your organization uses an identity check on the phone. If it has turned the check off, the assistant cannot look up your tickets.

Hear the status of your tickets

1. Ask about your tickets. Short phrases work, for example:
   • "Check my tickets" or "My tickets" to hear your open tickets.
   • "What is the status of my last ticket?"
   • "Ticket" followed by the ticket number, to hear one ticket.
2. Listen to the answer. For one ticket, the assistant tells you its status and priority, and the team or person that works on it when this is known.
3. Employees: to hear the updates on a ticket, ask for its history.

Update a ticket

Ask the assistant in your own words. What it can do depends on your organization's ticket system:

Result

You know where your tickets stand, and your updates are on the ticket.

If something goes wrong

• The assistant cannot find a ticket. Say the ticket number again, one digit at a time. The assistant tells you only about your own tickets.
• A customer cannot reopen a ticket by phone. Ask for a new request about the same problem and give the old ticket number, or ask for a person.
• The assistant cannot look up your tickets on this call. Ask for a person. Read Talk to a person.

Related articles

• Report a problem by phone
• Call the support line