Track Your Service Request
Enter your Ticket ID with your registered mobile number or email address to get the current status of your request.
Ticket lookup
Find your service request
Enter the Ticket ID / Service Request Number and either the registered mobile number or registered email address on the request.
- Current status and priority
- Engineer information, where appropriate
- The ticket timeline from creation to closure
- Response and resolution SLA position
Track your ticket
Fields marked * are required.
Ticket dashboard
What you see once the ticket is verified
Every ticket carries the same record — status, engineer, timeline and SLA — so you always know where a request stands. The example below uses sample data.
Sample ticket
- Ticket ID
- EXO-SR-000123
- Customer
- Company Name
- Issue
- Firewall Connectivity Problem
- Priority
- P1 – Critical
Current status
Resolved- Open
- Assigned
- Engineer Dispatched
- Work in Progress
- Resolved
- Closed
Ticket timeline
- Ticket Created
- Ticket Acknowledged
- Assigned to Technical Team
- Engineer Assigned
- Engineer Reached Site
- Issue Resolved
- Customer Confirmation Pending
Engineer information
Shown where appropriate.
- Engineer Name
- Assigned field engineer
- Engineer Contact
- Shared on assignment
- Engineer ID
- EXO-FE-0417
- Expected Visit
- 12:15 PM
- Check-in Status
- Reached site · 12:20 PM
SLA information
- Response SLA
- 2 Hours
- Response Completed
- 35 Minutes
- Resolution Target
- As per contract
- SLA Status
- Within SLA
Customer actions
Act on your ticket
Enter your Ticket ID in the lookup above, then choose an action. Each one is sent to the service desk against that ticket.
What you can do
Status glossary
What each ticket status means
- Open
- The request is logged with a Ticket ID and waiting to be acknowledged.
- Assigned
- Acknowledged and assigned to the technical team for the category.
- Engineer Dispatched
- A field engineer has been allocated and is travelling to site.
- Work in Progress
- Diagnosis or repair is under way, remotely or on site.
- Waiting for Customer
- We need information, access or an approval from you to continue.
- Waiting for Spare
- A replacement part is being arranged for the repair.
- Waiting for OEM
- The case is with the manufacturer — for example an RMA or OEM support case.
- Resolved
- The fix is in place and your confirmation has been requested.
- Closed
- The resolution is confirmed and the ticket is closed.
Ticket not moving?
If a request is not progressing according to its service commitment, escalate it through the defined support hierarchy.