Understand ticket statuses

Open means waiting on us, Awaiting Reply means waiting on you, Resolved means answered, Closed means finished.

Each ticket carries a status that tells you, at a glance, whose turn it is to act. It saves you wondering whether the ball is in your court or ours.

What does each status mean?

• Open — waiting on our team. A ticket is Open when you create it, and it returns to Open whenever you reply.
• Awaiting Reply — waiting on you. We've answered and the ball is in your court.
• Resolved — we believe the issue is answered. Reply to reopen it if you need more help.
• Closed — the ticket is finished. It stays in your history and reopens with a reply if the same issue resurfaces.

Tip. A ticket sitting in Awaiting Reply is our prompt waiting on you. A quick note that it's fixed (or that it isn't) lets us close the loop.