Tickets are assigned 4 different working statuses.
Open - Being Processed
Pending - Waiting on Reply
Resolved - Has been resolved.
Closed - Ticket has been closed. (Reserved for projects or duplicate requests.)
Being Processed:
All new tickets will be marked "Being Processed" and will indicate tickets for support to address. Order in which tickets are worked are based on priority, time frame and order of submission.
Awaiting Your Reply:
Tickets marked "Awaiting Your Reply" are tickets that have been updated by support and are waiting on an update from the user. Updates notifications can be reviewed within the ticket and through email notices sent to user.
Tickets can be updated by visiting the support tool or by responding directly to the update email notification.
Has Been Resolved:
Tickets marked "Has Been Resolved" are tickets that have been addressed and no longer need support. Email notices will be sent to users notifying the request has been completed and the ticket has been marked resolved.
Has Been Closed:
Marking a ticket closed is reserved for specific use cases and should not be used on tickets that have been submitted by end users unless submitted as a duplicate, accident, or is not the appropriate channel.