Tracking your requests
Once you have submitted a request through the product service portal, you can easily follow its progress, stay in touch with our service team, and take action when needed. This guide explains how to view your request status, add updates, and resolve issues when they are finished.
Viewing request status
To check the status of your requests:
Go to the Service Center at https://hybridsoftwaregroup.atlassian.net/servicedesk.
In the top-right corner, click “Profile and settings > Requests”.
Each request will display a status like:
Status | Description |
|---|---|
Open | The agent is working with the customer on the service ticket. |
In progress | The agent is handling the service ticket after it was in pending, planned or escalated state. |
Pending | The service ticket is on hold, blocked. |
Awaiting scheduling | The service ticket is awaiting for scheduling. |
Planned | The service ticket is planned. |
Escalated | The service ticket is escalated. |
Closed | The service ticket is closed. |
These statuses reflect where your ticket is in the service workflow.
Searching your requests
At the top of the request list you quickly find a specific service request:
Use the search bar and type keywords such as:
Ticket summary or description.
Service ticket number (e.g., PZREQ-000001).
Apply filters such as:
Status (Open, Closed, …).
Participant or organization (All, Created by me, Where I am a participant, Shared with my organisations).
Request type (Report an incident, Request an improvement, Installation & maintenance assistance, Licensing questions, Product beta questions and Other questions).
This helps you easily revisit old service tickets, follow-up on related requests, or confirm how something was previously resolved.
You can personalise the list view by clicking on “Edit list view”.
Commenting and providing updates
If you have additional information or want to follow up:
Open your request from the list.
Scroll to the Activity section, click “Add a comment”.
Type your comment or upload a file (screenshots, documents, etc.).
Click “Save” to send it.
If you enable “Notifications on”, in each service notification email you can directly click on the link “View request” to comment and providing updates.
Escalating a request
If you haven’t received a timely update or you believe the request needs higher visibility, you can escalate the request.
Open the request and click the “Escalate” button (on the side of the request view).
Optionally, add a short comment explaining why you are escalating.
Submit - the request will now be marked for priority review.
Clicking “Escalate” flags the request for review by a team lead. It helps us:
Prioritize critical requests.
Reassess the current handling of the service ticket.
Assign additional resources if needed.
Escalation is not a fast-track for all requests. It’s intended for exceptional situations. Our team will evaluate escalated requests and respond accordingly.
Closing a request
If your request is resolved or you no longer need help, you can close the request yourself.
Open the request and click the “Close Issue” button (on the side of the request view).
Optionally, add a short comment to confirm that the issue is fully addressed.
Submit - the request will now be closed. The agent assigned to the request will be informed.
Some requests may be closed automatically after a period of inactivity. You will be informed upfront.
Reopen a request
You can reopen the request if it still persists or the solution provided did not fully address the problem.
Open the request and click the “Reopen this issue” button (on the side of the request view).
Optional, add a comment to explain why you are reopening the request.
Submit - the request will be reopened and routed back to the service team to follow up with you as soon as possible.
If the request is unrelated or significantly different, it’s best to submit a new request for faster and more accurate assistance.