What do the different statuses of help desk tickets mean?
Our help desk ticket system uses various statuses to keep you updated on the progress of your inquiries and issues. The status of a ticket ONLY relates to the ticket itself and not the actual issue. They are used to help organize the queue of requests and ensure we're being efficient, and each customer has their questions address promptly and professionally.
Here’s a breakdown of each status to help you understand what’s happening with your ticket:
- Open: Your ticket has been successfully submitted and is now in our system. It will soon be reviewed and addressed by our customer support team. This status indicates that your issue is queued for initial assessment.
- In Progress: This status means that our customer support team is actively working on an active issue. We are investigating the problem and developing a solution. It reflects ongoing efforts to resolve your concern as efficiently as possible. This status is only used when an update is expected within hours.
- Closed: A ticket marked as 'Closed' does not necessarily mean that the issue has been resolved. This status is used to indicate that a ticket is no longer active in our queue for organizational and efficiency purposes.
However, if your issue persists or if you have more questions, you can reopen the ticket. Simply respond to the ticket or contact support, and we will re-evaluate the situation.
- Awaiting Customer Reply: We need further information or a response from you to proceed with resolving your ticket. This status is used when a pause in progress is due to pending input or confirmation from your side. Please check your ticket messages and respond as soon as possible to expedite the resolution process.
- Duplicate or No Answer Required: This status is assigned to tickets that are either duplicates of another issue already reported or do not require a response. Such tickets are permanently closed, as they either replicate existing queries or need no further action.
Understanding these statuses helps you track the progress of your tickets and our efforts to assist you effectively. If you have any more questions about your ticket status or need further assistance, feel free to contact our help desk.