Ticket Statuses
Understanding the different ticket statuses will allow you to stay informed about the progress of your issue or request. Each ticket goes through several stages as our team works on resolving it.
1. Open
- What it means: Your ticket has been successfully submitted and is awaiting review by our support team.
- Next steps: No action is required from you at this stage. Our team will begin reviewing your ticket soon.
2. In Progress
- What it means: Our team has reviewed your ticket and is actively working on resolving the issue.
- Next steps: Depending on the complexity of the issue, the support team may reach out for additional information or updates. Otherwise, you can monitor the ticket’s progress.
3. Awaiting Client Response
- What it means: Our team needs more information or clarification from you to proceed with resolving the issue.
- Next steps: You’ll need to respond with the requested details. After your response, the ticket will move back to the In Progress stage.
4. Resolved
- What it means: The issue has been resolved, and our team has completed all necessary actions.
- Next steps: Review the resolution to ensure that everything is working as expected. If the problem persists or there’s a need for further assistance, you can reopen the ticket.
5. Closed
- What it means: The ticket has been completed and is considered closed. No further action is needed from either side.
- Next steps: If a new issue arises or you believe the problem wasn’t fully resolved, you can always submit a new ticket.
6. Reopened (if applicable)
- What it means: If a ticket was marked as resolved or closed but you experience the same issue again, you can reopen it to bring it back to our team's attention.
- Next steps: Provide any new information or details about the issue, and our team will review and resume work on the ticket.
By keeping track of these statuses, you’ll have a clear understanding of where your issue stands and what steps are being taken to resolve it.