If you experience a system-wide issue (such as a server outage) and log a support ticket, you may receive a notification stating your ticket has been "Administratively Closed and Merged."
What does this mean?
Your issue has not been ignored. In the event of a major incident, dozens of clients may log identical tickets simultaneously. To resolve the issue as quickly as possible, our engineers use an enterprise Parent/Child Ticket System.
We combine all duplicate reports into one Master Incident Thread. By closing your individual ticket and linking it to the master thread, our engineering team can focus 100% of their effort on fixing the server rather than manually replying to fifty separate tickets.
As soon as the Master Incident is updated or resolved, our system will automatically cascade that reply directly to your email, keeping you fully informed every step of the way.
