You can see exactly where a ticket stands at any time from the customer portal, without having to ask.
Where to look
Log in at crm.zylax.com.my, open Support, and you will see every ticket raised by your company along with its status, priority, department and last activity date. Click a ticket to read the full conversation history including our internal replies to you and any attachments.
What the statuses mean
- Open. The ticket is with us and in the queue or actively being worked on.
- In Progress. An engineer is working on it right now.
- Answered. We have replied and the ball is in our court only if you respond. Read the reply, because it usually contains a question or a confirmation request.
- Customer Reply. You have responded and the ticket is back in our queue.
- On Hold. Work is paused, usually waiting on a third party or on scheduled access. The reason is written in the ticket.
- Closed. The issue is resolved or the request is complete.
Notifications
Every reply we post is emailed to the contact who opened the ticket. If your colleagues need to follow the same ticket, add them as contacts in the portal so they receive the same notifications. Check your junk folder once if notifications seem to stop arriving, and add our domain to your safe senders list.
Asking for an update
Reply on the ticket itself. That keeps the question attached to the history and routes it to the engineer who already has the context. Emails to individual staff addresses or messages sent through other channels are not tracked and will usually be redirected back to the ticket anyway.
Older tickets
Closed tickets stay in the portal, so past problems and their solutions remain searchable. That history is genuinely useful when a similar issue recurs months later.
If a ticket is not showing where you expect it, reply to your email thread or contact [email protected].
