Every ticket shows one of five statuses. You see the same label in your ticket list, on the ticket page and in our emails.
- Open: your ticket is new and waiting for an agent to pick it up.
- In Progress: an agent is working on it.
- Waiting for Customer: we need a reply or more information from you. The ticket waits until you answer.
- Resolved: the agent believes the problem is fixed. Please confirm and close it, or reply if it is not fixed.
- Closed: the ticket is finished. You can still read it, and reopen it if the problem comes back.
Replying to a ticket that is Waiting for Customer or Resolved moves it back to In Progress automatically.