Ticket statuses
Open, Pending and Resolved, and what each one means for who is waiting.
| Status | Means |
|---|---|
| Open | It is with us. Either it is new, or you replied last. |
| Pending | We have answered and it is waiting on you. |
| Resolved | Closed. |
Status follows whoever spoke last
You do not set it. Writing a message makes a ticket Open; our reply makes it Pending.
Replying to a resolved ticket re-opens it
You never need to open a new ticket to follow up on an old one. Reply to the original and it comes straight back to us with all its history.
Marking your own ticket resolved
If you sorted it out yourself, you can close it. Replying later still re-opens it.
Priority
Tickets carry a priority that we set while triaging. It is not something you choose, and a normal priority does not mean the ticket is ignored.