Features of your ticket
“Open” versus “Closed” tickets: “Open” tickets reflect all requests that are new or pending a response. “Closed” tickets are no longer active as Member Services has corrected the issue or Member Services has not received a response for an extended period of time and concluded the issue as resolved.
Ticket Number: This can be found at the top left corner of your ticket. This number corresponds to your request and profile to enable Member Services to best assist you.
What does your ticket status mean?
New Ticket: We received your support request. Our Member Services team will begin working on your request shortly.
NEWITY Internal Escalation: Your support request has been escalated to an appropriate team for resolution (e.g., Verification Team, IT Support, Operations, etc.). There is no action required from you.
Action Required: Our Member Services team has contacted you using the email address or phone number provided, but have not yet received a reply and/or the requisite information to fulfill your service request. If you are not able to locate emails from NEWITY, please check spam or junk for an email from [email protected] or [email protected]. Without response, Member Services cannot resolve your ticket request.
Waiting on NEWITY: Our Member Services team received your reply and/or has the appropriate information necessary to fulfill your request. Rest assured, we are working to complete your request. There is no action required from you.
Closed: A successful resolution of your service request has been confirmed. There is no further action required by you or the Member Services team.
Closed – No Response: Our Member Service team reached out to the contact associated with the ticket for a minimum of seven business days and were not able to reach the contact for full confirmation of a successful resolution of their issue. As a result, the ticket has been closed and no further action will occur.