The contact details of the person(s) concerned by the request
A summary of the request with a step-by-step guide to reproduce the behavior you are talking about ("You have to go to the administration, then to 'Settings' > 'Portal', then etc.")
a.Email confirming the creation of your ticket
This email confirms that your request has been taken into account by our system, and that it has not yet been assigned to one of our support engineers.
b. Support confirmation email
This email confirms that one of our support engineers has taken charge of your ticket and is actively working on it. You will be contacted shortly (for further questions or an answer).
c. Information request or response email
This email requests more information to understand your initial request, or provides you with a response.
d. Ticket closure email
If you confirm that your request has been answered satisfactorily, we will send you an email confirming that your ticket has been closed. You can also rate the customer service on the quality of the response (friendliness, response time, skills etc.)