Guide
Table of Contents
Ticket statuses and what they mean
Each of your tickets will take some journey. Its length depends solely on the complexity of your question or problem. During the journey, the ticket will change its status several times.
Let's have a look at all the ticket statuses and try to understand what each one means:
- In Queue status — the ticket is in the queue awaiting review;
- Need Clarification status — the staff member is waiting for your answer to the question asked;
- Need Participation status — the staff member asks you to take the required action to continue;
- In Processing status — the ticket is at the stage of attempting to resolve the problem encountered;
- Returned status — the ticket has been returned to staff members for reconsideration;
- Resolved status — the staff member has given an answer that solves the problem or can solve it;
- Close status — the ticket is closed and is nothing more than an archive item.
If you create various tickets with the same question, the one that came last will be considered. This means that you will have to wait longer for an answer. Do not create multiple tickets, but be patient and wait for the first available employee to respond.