When you submit a ticket without signing in, we hand you a private URL. It looks something like:
https://yourcompany.helpdesk.thetvm.com/t/TKT-20260528-0042?k=abc…
That link is your read-and-comment access to the ticket. No password. Bookmark it.
What you can do from the tracking link
- See live status — Open, In Progress, Waiting for Customer, Resolved
- Read every comment the technician has posted
- See who's assigned and when the SLA clock runs out
- Add a comment — provide more details, answer a question, or note "this just happened again"
- Attach screenshots if it helps explain the issue
Important security notes
- The link is the credential. Anyone with it can comment as you and read the ticket. Don't post it in a public Slack channel.
- It's safe to forward to a colleague who needs to weigh in — that's the point.
- We log every comment with a timestamp, so an audit trail exists even though there's no login.
How long the link lasts
By default the link works for 180 days from creation. That's longer than any normal support cycle. If you lose the link, you can look up the ticket using the Track Ticket form (top right of the helpdesk) with your ticket number plus the email or mobile you used.
What you can't do from the tracking link
- Change the priority — ask in a comment instead
- Reassign the ticket — same, ask
- Close the ticket — only the technician can mark it Resolved, but you can ask them to
If you have a registered client portal account, signing in gets you the same tracking page plus the full history of every ticket your organization has raised.