FAQ – Understanding Ticket Status in the Support Portal

1. What do the different ticket statuses mean?

• Open – Your ticket has been received and is awaiting assignment to an agent.
• In Progress - Agent is working on your ticket.
• Pending – We’re waiting on more information from you. Please check the ticket and respond if needed.
• On-hold – Your ticket is temporarily paused, often while we await input from another team or third party.
• Trimble Support Tier3 - Your ticket has been transferred to Trimble Tier 3 Support for further assistance. 
• Solved – The issue has been resolved. You can reopen the ticket by replying if needed.
• Closed –  The ticket has been fully resolved and archived. If the ticket receives a reply, a follow-up ticket will be automatically created. This new ticket will reference your original request and carry over most of its details.

2. How can I check the status of my ticket?

Log in to the BuildingPoint Support Portal and click on your profile > My Activities to view all your submitted requests and their current status.

3. Can I update or comment on a ticket?

Yes! You can add comments or attachments to any ticket that is still Open or Pending. This helps our team respond faster and with more context.

4. What happens if I don’t respond to a pending ticket?

If we don’t hear back after a certain period, the ticket may be marked as Solved. You can still reply to reopen it if needed.