Support tickets move through several statuses as our team works on them. Here's what each one means.
Status definitions
- Open — We received your ticket and it's waiting in the queue.
- In Progress — A support agent is actively working on your request.
- Waiting — We're waiting on more information from you or a third party.
- Resolved — We believe the issue is fixed or the question is answered.
- Closed — The ticket is complete and no further action is needed.
Priority levels
- Low — General questions or minor issues.
- Medium — Issues affecting a single user or non-critical function.
- High — Significant impact on your workflow.
- Critical — Service is unavailable or severely impaired.
Need to reopen a ticket?
If a resolved issue comes back, reply to the ticket email or submit a new ticket and reference the original ticket number.