Every support ticket shows a status, so you can see at a glance whether we're working on it or waiting for you. This article explains each status and what happens next.
Ticket statuses
| Status | What it means | What to do |
|---|---|---|
| Open | You've opened (or reopened) the ticket and it's waiting for our team. | Nothing. We'll reply on the ticket. |
| Answered | Our team has replied. | Read the reply and respond if you need more help, or close the ticket if it's solved. |
| Awaiting reply | You've replied and the ticket is back with our team. | Nothing. We'll get back to you. |
| Pending | Our team is working on your ticket. | Nothing for now. We'll update the ticket. |
| Closed | The ticket is finished. It moves to the Archived tab. | Click Reopen Ticket if you need more help with the same issue. |
How a ticket moves between statuses
- When our team replies, the ticket changes to Answered and we email you.
- When you reply, it changes to Awaiting reply.
- When you click Close Ticket, it changes to Closed.
- When you click Reopen Ticket on a closed ticket, it changes back to Open.
If a ticket stays Answered for 7 days without a reply from you, it closes automatically. You can still reopen it from the Archived tab.
Where to see your tickets
- Support › Tickets in the sidebar. The Active tab shows everything that isn't closed, and Archived shows closed tickets.
- The number next to Tickets in the sidebar counts your tickets that are Open or Awaiting reply.
- The Your tickets card on your Dashboard shows your most recent tickets and their status.
You can't reply to a closed ticket. Reopen it, or open a new ticket. For how to open and reply to tickets, see How to Submit a Support Ticket.
Something out of date or unclear? Let us know.