How do I check what's happening with my Support Request?

If you've submitted a customer support request, we always endeavor to ensure these are responded to within 1 working day. We endeavor to resolve your issue within 2 working days. At busy times this may take longer and we do appreciate your patience.

To check the status of your ticket you can visit www.support.feel-electric.com and log in using the email submitted from the ticket. If your ticket was created after 11/07/2024 you will have received an activation email to create a password for the support desk. Otherwise, you may need to submit a forgotten password request to validate the login.

Once you've logged in, navigate to your tickets and you can view the ticket and it's status and any replies you've had, no need to scroll back through hundreds of emails!

Each ticket is filed with one of 6 Statuses:

Open - Open tickets are new or awaiting replies. Before an agent has responded the ticket will remain open so that the agents can view them to respond. A ticket becomes open again if you, the ticket requester, respond which puts the ticket back into the support queue to be answered.

Pending- A pending ticket is a ticket that has been picked up by a support agent but not fully resolved yet. This might be because dealing with the specific nature of the ticket is taking some time or it is a busy period but you can expect a response to be forthcoming within the day.

Resolved - A ticket which is resolved has received one or more responses from a customer service agent who has indicated that they have completed the request within the ticket. If you disagree that the ticket is resolved you are welcome to reply to it and it will re-open. 

Closed - Tickets that are resolved for longer than 1 week without a reply are closed. These tickets do not re-open when they are responded to and a new ticket needs to be submitted if you disagree with the closure or you have other queries to raise.

Waiting on Customer - If an agent needs to ask you a question to resolve your query, they will do so and then set the status to this. - If a question is not answered within 31 days the ticket will be closed.

Waiting on Third Party - In very rare cases, it may be necessary for a ticket or query to be referred to a third party. In some cases, we need yourself or us to contact a bank. In other cases we may need a note from a doctor or medical professional. In this instance, neither support nor you, the ticket requester, can make actions to resolve the query so it is marked as waiting on a third party until the relevant information is received.