After creating a ticket, your agent may assign a status to the ticket.
A status is an indication for you to track what is going on with your ticket.
We will explain every status in the section below.
A new ticket automatically gets the status Open. A ticket that has the status Open, is not yet viewed by the agent.
- Ticket is being processed
The status Ticket is being processed indicates that an agent is assigned to your ticket. He is busy trying to answer your ticket.
The status Resolved indicates that your problem is resolved. The agent replied to this ticket with the solution to your problem.
The status Closed indicates that the ticket is closed. Any Resolved ticket will be automatically closed after 48 hours, unless you reply. You can re-open the ticket by replying to the ticket.
- Awaiting your reply
The status Awaiting your reply indicates that the support agent is waiting for your reply. He may ask you to send additional information regarding your problem.
- Send to development
The status Send to development indicates that the agent agrees on your feature request or bug report. He will send the request or report to the development team. This does not mean that your feature request will be granted. Bugs reports will always be accepted and bugs will be fixed as soon as possible.