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API reference

Check responses from B2Brouter Support

If you have opened an incident in the B2Brouter Support Department, you have two ways to check the response from our team:

Check the response from the incident

Section titled “Check the response from the incident”

Once our support team has sent you the answer, you can view it by accessing the incident you had previously opened. To do this:

  • Click on the question mark icon located at the top right of the screen.
  • Then select Support.
  • Once you access the next page, you will see the list of all the issues you have previously opened.
  • On the right side you see the status of the issue.
  • Click on Open to see your queries and the support response.

If the answer received does not solve your doubts or if you want to comment anything else, you can reopen the issue:

  • Select the query you are interested in managing.
  • In the text box at the bottom add your answer.
  • You can upload a file using the Add file option.
  • Use the Accept option to send us your comment.
  • Automatically, your issue is reopened and we will be able to check it again.

Check the response from the email

Section titled “Check the response from the email”

The answer that our support team writes to the issue you have opened is also sent to the email address of the user with whom you have opened the issue. Thus, you also receive the message in your mailbox.

You can also reopen the ticket from the email message you receive with the reply. Simply reply to this email with the comment you want to make, and the ticket is automatically reopened.

Statuses of the requests

Section titled “Statuses of the requests”

These are the different statuses that a ticket can have and their meanings:

  • New: the issue has been sent to our Support Department and is pending response.
  • Closed: we have responded to your comment and we consider that your issue has been resolved. Of course, you can reopen the issue if the answer is not clear to you or you think it has not been resolved.
  • In progress: We have seen your comment and have responded to you, but it is not yet resolved. We are working to resolve your issue and this may take some time. We will get back to you once it is resolved and close it.
  • Awaiting information: We have responded to your message, but we have not yet been able to resolve the issue because we are missing information to proceed. If you have an issue in this status, it is very important that you check our response and reply with the information we are waiting for.
  • Reopened: when you reply to an issue that is in Closed or In Process status, it goes to Reopened status.