Faq - View Tickets

In the Tickets section, the following information will be displayed:

• Number: The ticket number assigned upon creation;

• Summary: The subject/title entered by the user when the ticket was opened;

• Creation Date: The date the ticket was created;

• Production Release Date: The estimated date for the fix to be deployed to production, in case a technical correction was required and approved by the QA (Quality Assurance) team;

• Ticket Status: The current status of each ticket.

Status definitions:

• In Progress: The ticket is being handled by Nimbi Support Teams;

• Waiting for User: Additional or required information was requested by Nimbi in order to proceed. The requested details must be provided by replying to the same email you received from Nimbi Support;

  • You can view what was requested by clicking the icon in the Actions column (on the right-hand side).

• Waiting for QA Validation: The fix has been applied and is now under testing by the QA team;

• Waiting for Deployment: The fix was approved and is awaiting the next available deployment window to be applied to production (Platform adaptation phase).

🔍 Open Tickets

In the Open Tickets section, all tickets currently being handled by the Nimbi Support Teams will be displayed.

By clicking the speech bubble icon in the Actions column, you can view all comments and exchanges between Nimbi Support and the user who opened the ticket. This section also allows you to track any transitions between support teams.

✅ Tickets Resolved in the Last Week

This section shows all tickets that were opened by the user and resolved/closed within the last week.

You can also review support comments by clicking the icon in the Actions column, on the right-hand side.

To view the support tickets you opened with Nimbi via chat, you must use the same email address used when the ticket was created.

🧭 Step-by-step:

Click on the virtual assistant icon Nina.

1. When the chat window opens, first fill in your details to proceed:

2. After submitting your information, click on the FAQ option “Check my ticket”, then enter your ticket number and click Send.

3. Once you enter the ticket number, you will receive an update with the current status of your request.