🙄 Forgive the simplicity...

What does 'Tracking' do exactly in the support system?

There are two options for tracking a ticket

1. Track - This will add the ticket to the 'tracking' tab in the support desk overview, so that you can find it easily again regardless of the status
2. Track and notify - This will do the same as #1, but it will also email you a copy of any replies or notes that are added to the ticket.

Thanks so much. Simple and clear.