Track your request

Every ticket has a status that tells you whose turn it is.

The statuses

• Open — you submitted it; no one has picked it up yet.
• In progress — the team is working on it.
• Waiting for your reply — the team has asked you something and is waiting for your answer.
• Waiting for the team — you've replied; the turn goes back to the team.
• Resolved — the team considers the case resolved.
• Closed — the ticket was finished.

Replying

Write your messages inside the ticket thread, not in a new one. Each reply of yours returns the ticket to Waiting for the team.

Reopening

If a ticket is Resolved but the problem persists, reply in the same thread to reopen it.