During the life cycle of your Support Request, you may notice different statuses. The status provides information on the current stage of the request's cycle. Here’s a breakdown of common statuses:
Open: The request is waiting on input from our Technical Support team. Our Support team is working on your Request and will send further information once it becomes available to them.
Awaiting your reply: This ticket is awaiting input from the requester, this could be a request from the Support team for more information to help our investigation, or for feedback on a recommendation. Requests will remain in this status for 2 weeks and will be automatically closed if no further action is taken by the Support Team or the requester.
Solved: The issue has been addressed, and the request is considered closed, though you may reopen it if further assistance is needed. A request remains on the status Solved for 1 week before updating to closed.
Closed: The ticket has been closed and cannot be reopened. However, if another question arises about the same issue, it is possible to open a follow-up ticket at the bottom of the existing ticket.
Each status helps the requester track progress and understand if any action is required on their end.