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How to Close or Update a Ticket

Part 1 — Updating a Ticket

  1. Log in: Go to [support.forgemarketing.com] and sign in with your Forge Marketing credentials.
  2. Find your ticket: Navigate to “My Tickets” and select the ticket you want to update.
  3. Add a comment or attachment:
    1. Use the “Update Ticket” button to provide new details.
    2. Attach screenshots, error logs, or additional context if needed.
  4. Save changes: Your update will notify the IT team immediately.

Part 2 — Closing a Ticket

  1. Check ticket status: Ensure the issue has been marked as Resolved by the IT team.
  2. Confirm resolution:
    1. If your issue is fixed, click the “Confirm Resolution” button.
    2. The ticket will then be moved to Closed status.
  3. Reopen if needed:
    1. If the issue reoccurs, click “Reopen Ticket” instead of closing it.
    2. Provide additional details so the IT team can investigate further.

Ticket Status Definitions

  • Open: Ticket logged, pending action.
  • In Progress: IT is actively working on your issue.
  • Resolved: IT believes the issue is fixed; awaiting your confirmation.
  • Closed: Issue resolved and archived.
  • Reopened: Issue persists; under review again.

Best Practices

  • Always update tickets instead of starting new ones for the same issue.
  • Close tickets promptly once resolved to keep the system up to date.
  • Reopen tickets only if the same problem occurs again — new issues should have a new ticket.

Support Contacts

If you’re unable to update or close a ticket:

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