How to resolve support tickets

  • Published on Aug 26, 2026
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We have a queue to monitor and update support tickets in Uportal 360. To access the queue, click on “My Queues” and then, “Support Tickets”.

  • The support ticket queue has a list of all open support tickets. To update a support ticket, click “View”.

  • In the description field, you can view consumer requests, questions and concerns.

  • Support tickets can be updated with public and private Remarks. Public remarks are visible to all parties while private remarks are shared only between UGA and the Merchant.

  • If necessary, documents can be attached to support tickets. Please click “Attachments” as shown below to upload or review uploaded documents.

  • Private remarks can be added and submitted here for UGA and Merchant communication.

  • If there are updates, please click the Update button.

  • If attempts were made to contact the consumer, please document this by selecting a contact method. This could be a phone call, email or text message.

  • There is an optional field for tracking numbers on returned merchandise.

  • Select a Merchant Status for the ticket;

    Merchant Review: Merchant is actively reviewing the case.

    Consumer Contact: Merchant is reaching out to consumer.

    Consumer Return: Merchant is waiting for merchandise return.

    Merchant Resolution: Merchant is in process of delivering a resolution.

  • Notate the ticket with comments or remarks you would like to share publicly with the consumer. Select submit once completed.  

  • The merchant status will be updated to the selected status and changes made will reflect accordingly.

  • Public and Private remarks will be visible in the designated section.

  • After updating the Merchant Status and adding public remarks, the ticket can be resolved.

  • To resolve the ticket, click on the "Resolve" button and then choose the appropriate resolution from the options available; Resolved- Continue Servicing, Close Account-Default or Close Account- Return or Cancel.

  • Once completed, the status changes to CHD Review status and switched to our Help Desk queue to close the ticket.