# Experiences with new ticketing portal and escalating tickets?

**URL:** https://forum.innovativeusers.org/t/experiences-with-new-ticketing-portal-and-escalating-tickets/2180
**Category:** Sierra, Millennium & Encore
**Tags:** sierra
**Created:** [January 28, 2025, 5:29pm UTC](https://forum.innovativeusers.org/t/experiences-with-new-ticketing-portal-and-escalating-tickets/2180 "2025-01-28T17:29:27Z")
**Posts on this page:** 1
**Showing post:** 6

<div class="post-metadata">

### Author: ![wesochuck](https://forum.innovativeusers.org/user_avatar/forum.innovativeusers.org/wesochuck/32/499_2.png) [@wesochuck](https://forum.innovativeusers.org/u/wesochuck)
#### Post date: [January 29, 2025, 12:56am UTC](https://forum.innovativeusers.org/t/experiences-with-new-ticketing-portal-and-escalating-tickets/2180/6 "2025-01-29T00:56:50Z")

</div>

> [@lori.fenton](#):
>
> The message said something to the effect that “iQuest” did not notify us of any comments on this ticket.

Sorry, I missed this earlier. Unfortunately, this is true and has been for sometime (before the current ticket system):

> [@August 2023 New From PIAC (Polaris ILS Advisory Committee)](https://forum.innovativeusers.org/t/august-2023-new-from-piac-polaris-ils-advisory-committee/1423/1):
>
> [PIAC](https://forum.innovativeusers.org/t/what-is-the-polaris-interest-advisory-committee/851) also asked about how ticket notifications work for site managers and other support staff. Currently, support staff will only receive a notification when the status of a ticket changes. If you reply to a ticket but the ticket status stays the same, support staff will not get an email notification.

I’m not sure if it is a software limitation or a management decision to potentially help reduce interruptions, we’ll see if we can find out more.

---

_[View the full topic](https://forum.innovativeusers.org/t/experiences-with-new-ticketing-portal-and-escalating-tickets/2180)._