FAQs and Guides / Support Portal Guide / Status of a Ticket

Status of a Ticket

  1. Whenever a ticket is logged, the status of ticket is “New”
  2. When the ticket is assigned to an Agent for investigation / resolution, the status changes to “Open”
  3. When a response is sent on the ticket, the response could be a resolution or asking for more information from the client, the status of the ticket changes to “Pending”
  4. Once the issue is fixed and is verified by the client, they can ask us to change the status to “Solved”
  5. “Solved” Tickets are automatically closed after 15 days and the status changes to “Closed”; The customer can “Open” the ticket if the status is “Solved” however they need to create a follow up ticket if the ticket status changes to “Closed” (For more details refer Duplication and Re-opening Tickets)