How to: View and Track Your Support Tickets in the Lynx Portal – Lynx

How to: View and Track Your Support Tickets in the Lynx Portal

Introduction

Keeping track of your support tickets helps ensure issues are resolved quickly and nothing falls through the cracks. From your Lynx Portal dashboard, you can check ticket status, review conversation history, add updates, and attach files at any time.

The article is categorized into the following sections:

Requirements
When to use this Guide
Benefits of using this Guide
Step-by-Step Resolution
Key Features
Related Articles

Requirements

You must have an active Lynx Portal account and at least one submitted support ticket to follow the steps in this guide.
Verify that the status labels shown in this article match those displayed in your specific portal configuration.
Email reply functionality may not be enabled for all portal setups — confirm whether this feature is available before directing customers to use it.
Search and filter capabilities may vary depending on your portal version; confirm which options are active in your environment before publishing.

When to use this Guide

You have submitted a support ticket and want to check its current status.
You need to add new information, files, or a follow-up to an open ticket.
You want to review the conversation history between you and the support team.
You are unsure whether to update an existing ticket or open a new one.

Benefits of using this Guide

Stay informed on ticket progress without needing to contact support directly for status updates.
Keep all issue-related communication and files organized in one place for faster resolution.
Avoid duplicate tickets by understanding when to update versus when to open a new request.
Respond promptly to support team requests, reducing delays in resolving your issue.
Use search and filter tools to quickly locate any ticket across your history.

Step-by-Step:

Key Features

Ticket Status Tracking: View real-time status for every ticket — Open, Pending, Solved, or Closed — directly from your portal dashboard.
Conversation History: Access the full thread of messages between you and the support team within each ticket detail view.
Inline File Attachments: Attach screenshots, logs, or other files directly to a ticket update without leaving the portal.
Search and Filter Tools: Quickly locate tickets by status, date range, or ticket number, and sort by creation date or most recently updated.
Email Notifications: Receive automatic email alerts with direct portal links each time your ticket is updated by the support team.
Email Reply Support: Depending on your portal configuration, reply directly to notification emails to add updates without logging in.

Step	Actions
Step 1	Log in to your Lynx Portal account. Lynx Admin Portal URL: app.getlynx.co
Step 2	Navigate to the Support or Help section.
Step 3	Select Requests, and you will see all your solved, open, or pending status tickets.
Step 4	Review the list of all submitted tickets and their current statuses (Open, Pending, Solved, or Closed).
Step 5	Click any ticket to open its full detail view, including conversation history and attachments.
Step 6	To add an update, scroll to the bottom of the ticket and locate the comment or reply section.
Step 7	Type your update or additional information. Optionally attach new files such as screenshots or logs.
Step 8	Click Submit, then confirm your message appears in the ticket thread.
Step 9	If your issue is resolved and no further action is required, then you can also mark the ticket as "Mark as solved & Submit". The support team is automatically notified of your update and will respond as needed.