Our support ticket system uses statuses to help both you and our team track progress and manage requests efficiently. Here’s what each status means and how it affects your ticket:
Open = a ticket that you either created or responded to
- Requires action or a response from our team.
- Ensures your concern is actively being addressed by the appropriate team member.
Work In Progress = a ticket that our team has received and is working to resolve and/or added to our work queue.
- Acknowledges that we have some work to do.
- Keeps your ticket active in our work queue until the task is completed.
- No response is required from you on these but you can provide additional info, ask questions, request and update, etc. as desired.
On Hold = our team has responded to your concern and either need additional information from you OR we have assessed that the task is complete and requesting that you confirm.
- Indicates a ticket is no longer active in our work queue.
- If you do not respond, you’ll receive an "auto close" notification after a couple of weeks. If you reply to this notification, the ticket will be reopened and reviewed further.
Closed = the ticket has been resolved
- You can mark a ticket closed at any time.
- Our team will mark a ticket closed if we believe the issues as been resolved (or at your request).
Auto Close Notices
If any ticket sits too long without activity, you will receive an auto close notice. A simple reply to this notice will reopen the ticket if further action is needed. We have been working very hard to make sure that our "work in progress" items do not fall into this category.
Understanding these statuses helps ensure that you know where your ticket stands at all times and that no ticket is forgotten or unresolved. Knowing the status of any of your tickets also helps you take appropriate action if needed (e.g., confirming a resolution or providing additional details).
We’re committed to keeping your requests moving and making sure every issue is handled to your satisfaction. If you have questions about your ticket’s status, don’t hesitate to reach out—we’re here to help!
