You can track the progress of a ticket from the BlueTalon Support Portal.
This requires an account on the BlueTalon Support Portal. If you do not have an account, you can self register by clicking on the "Go to Support Portal" button on the http://bluetalon.com/support/.
To track all the support requests submitted by you or team mates from your organization, login to the Support Portal and select "My activities" from the drop down box under your name from the top right corner.
This will open the list of tickets visible to you along with the subject and status. Items under "My requests" are tickets submitted by you. Items under "Requests I'm CC'd on" are tickets submitted by team mates from your organization. We recommend that you always include the authorized contact from your organization in CC field (see how to submit a ticket) so they can track progress on all tickets submitted by your organization.
Please check on the status of the ticket from this list view to track its progress. The ticket will show the status as "open" until it is solved. The last activity field gets updated every time a comment is added to a ticket. If the status shows "awaiting your reply", the BlueTalon team is waiting on your input to proceed.
To view the comments associated with the ticket, provide additional comments or to check a more granular status, you can drill down on a specific ticket by clicking on the subject.
You can provide additional input by clicking on the "Add to conversation" text box. This will open up a text box along with an section to provide additional log files.
The field "State of Ticket" on the bottom right of this view is used by the BlueTalon team to keep you updated on the progress of the ticket. Possible options for problem and incident types include Triage > Reproducing issue > Resolution Identified > Resolution Delivered > Resolution Applied etc. For task types, this field could have values of Scope Identified > Work Sized > Work Delivered > Delivery Accepted.