How to Manage Your Support Ticket Status
At Vivint Host, we believe that clear and timely communication is the backbone of great customer support. Once you’ve submitted a support ticket, it’s important to know how to track its progress, view replies, and continue the conversation with our expert team.
Here’s how you can easily manage your support ticket status from your Vivint Host account.
Step 1: Log Into Your Client Portal
To begin, go to the Vivint Host Client Area and log in with the credentials you used during registration.
Step 2: Navigate to the Support Section
Once you're inside the dashboard:
- Look for the "Support" tab in the navigation menu.
- Click on "Submit a Tickets" to view all your submitted support requests.
Step 3: View Your Ticket List and Status
You’ll see a list of all your support tickets, including:
- Ticket Subject (e.g., “Website Down,” “SSL Installation Issue”)
- Department (e.g., Technical Support, Billing)
- Date Opened
- Status (e.g., Open, Answered, In Progress, Closed)
Status Definitions:
- Open: We’ve received your ticket and are reviewing it.
- Answered: A support agent has replied; waiting on your follow-up.
In Progress: Actively being worked on by our team.
Closed: The ticket has been resolved and no further action is pending.
Step 4: Open a Ticket to Read or Reply
Click on any ticket in the list to:
- Read the latest updates from our team
- Reply with more information or follow-up questions
- Attach files or screenshots if needed
- Close the ticket if your issue has been resolved
Tip: Always respond within the same ticket to keep your support history organized. Creating multiple tickets for the same issue may slow down resolution.
Step 5: Close a Ticket (Optional)
If your issue is resolved and you don’t need further help, you can manually close the ticket:
- Open the ticket.
- Scroll down and click on the "Close Ticket" button.
- You’ll still be able to view the ticket history even after it’s closed.
Stay Informed with Email Notifications
You’ll receive email alerts whenever a support agent replies to your ticket. Simply click the link in the email to jump straight to the conversation in your Vivint Host dashboard.
Need Immediate Help?
- Live Chat: Available 24/7 for instant responses.
- Phone Support: Call us during business hours (M-F, 9 AM–5 PM CST).
At Vivint Host, we’re committed to keeping you informed every step of the way. Managing your support tickets has never been easier—log in now to track your requests and get back to running your business smoothly!
Still have questions? Contact our team anytime-we’re here to help!