When you flag something about your alerts or targets, we open a ticket and keep you updated through a set of statuses. Each status tells you exactly where your request stands. The statuses are the same across all request types, but what they mean depends on what you reported.
Which ticket do you have?
🛠 Alert Problem - You reported that an alert looks incorrect or is not set up properly.
👁🗨 Alert Missed - You reported that an alert you expected did not appear.
🏇 Target Merge - You asked us to merge or clean up duplicate target records.
What each status means
Status | 🛠 Alert Problem | 👁🗨 Alert Missed | 🏇 Target Merge |
📥 Received | Your report about an incorrect alert is queued for review. | Your report about a missing alert is queued for review. | Your merge or cleanup request is queued for review. |
🔍 Reviewing Details | We are checking the alert you flagged. | We are checking whether the alert should have appeared. | We are checking the target records involved. |
🔧 Being Worked On | Our team is assessing and, where needed, correcting the alert. | Our team is investigating why the alert did not appear and whether it should have. | Our team is reviewing and merging the records. |
🧪 Done – Internal Root-Cause Investigation | Handled. Our Alerting Teams review why the alert was initially off to improve our quality in the future. No action needed from you. | Handled. Our Alerting Teams review why it was initially missed to avoid cases like this it in the future. No action needed from you. | Handled. Our Data Management Teams are reviewing internally. No action needed from you. |
📧 Awaiting Your Response | We have shared our findings, or need a detail from you. | We have shared our findings, or need a detail from you. | We have shared our findings, or need a detail from you, and there is always a clear message from us in the conversation. |
✅ Resolved | The alert has been corrected, deactivated, or confirmed accurate. | The alert has been set up, or we have explained why it will not be. | The records have been merged. |
📁 Closed – No Further Action | We confirmed the alert is correct as it is, so no change was needed. | We determined no alert was warranted, so no change was needed. | The records were already correct or did not need merging. |
You can reply in the same conversation at any time, or open a new one. We are always happy to help.