Tracking Ticket Status in Your Account Portal
All tickets submitted from Unity, WhatIs, or the website appear in your Vexstorm account portal, giving you a centralized view of all your support interactions. The portal provides real-time status updates, conversation history, and resolution tracking, making it easy to follow up on issues or reference past solutions.
How to track tickets:
Accessing your ticket history is straightforward:
- Log in to vexstorm.com — Use the account you created during registration
- Go to My Account → Support tab — Click your profile icon in the top-right, then select My Account, then click the Support tab
- Click “My Support Tickets” — This opens your ticket dashboard
- See all your tickets with status indicators — Tickets are listed with color-coded status badges
The ticket dashboard shows tickets in reverse chronological order (newest first). You can filter by status, search by ticket number, or sort by date.
Ticket statuses:
Each ticket has a status that indicates where it is in the support workflow:
- Open — Ticket received, awaiting initial response from support team. Typically addressed within 24-48 hours.
- In Progress — Support team is actively working on your issue. They may be investigating, testing, or preparing a solution.
- Awaiting Your Reply — Support has responded with questions or a proposed solution. The ticket is waiting for your input.
- Resolved — Issue has been fixed or question has been answered. You can reopen if the solution didn’t work.
- Closed — Ticket is completed and archived. Closed tickets can be viewed but not reopened (create a new ticket referencing the old one if needed).
Status updates happen automatically as support staff work on your ticket. You’ll receive email notifications when status changes.
Ticket details:
Click any ticket in the list to see its full details:
- Full conversation thread — Every message exchanged between you and support, displayed chronologically
- Timestamps for each message — See exactly when each response was sent
- Attached files (if you added any) — Screenshots, logs, or project files you uploaded
- Resolution notes — Final summary from support explaining how the issue was resolved
- Ticket metadata — Ticket number, creation date, last updated date, assigned support agent
The conversation thread supports rich text, code blocks, and inline images, making technical discussions clear and easy to follow.
Responding to tickets:
You can respond to tickets directly from the portal:
- Open the ticket you want to respond to
- Scroll to the bottom of the conversation thread
- Type your response in the reply field
- Optionally attach files (screenshots, logs, etc.)
- Click “Send Reply”
Your response is sent immediately to the support team, and the ticket status updates to “Awaiting Support Reply” if it was previously “Awaiting Your Reply.”
Email notifications:
You receive email notifications for:
- New ticket confirmation (when you submit a ticket)
- Support responses (when support replies to your ticket)
- Status changes (when ticket moves from Open → In Progress, etc.)
- Resolution confirmation (when ticket is marked Resolved)
Each email includes a direct link to the ticket in your account portal.
Alternative support:
If you prefer not to link your account or use the portal, you can email support@vexstorm.com directly. All support options are available to everyone, regardless of account status. However, the portal provides better tracking, faster responses, and easier follow-up conversations.
Support response times:
- Linked accounts — Typically 24 hours or less
- Email-only support — Typically 48-72 hours
- Critical issues — Prioritized regardless of account status
Linking your account doesn’t guarantee faster support, but it does help the support team identify you quickly and access your license information, which speeds up resolution.
