NEWITY members can now create and check the status of their support tickets in the Portal.
“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 “Closed” tickets are no longer active as Member Services has corrected the issue or Member Services has not received a response for an extended period of time and concluded the issue as resolved.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.
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.