Ticket statuses: open, answered, resolved, closed
In this article (6)
Each ticket has a status showing its stage and whether you or our team should act next.
Statuses and meanings
| Status | Meaning |
|---|---|
| Open | Received; awaiting our team's reply. |
| Answered | Our team replied; your turn. |
| With our team | You replied; our team's turn. |
| On Hold | Awaiting a third party or completion of an action. |
| Resolved | Marked resolved; can be reopened within 7 days. |
| Closed | Finalized; no further messages allowed. |
When awaiting your reply
If a ticket remains Answered without your reply, these steps follow in calendar days:
- Day 3: We remind you that we await a reply.
- Day 6: We warn that the ticket will be considered resolved without a reply.
- Day 7: The ticket automatically becomes Resolved.
On Hold tickets have no reminders or automatic resolution.
If your issue is resolved
On the ticket page, use My issue is resolved to mark it resolved yourself.
Reopening resolved tickets
Reply to a resolved ticket within 7 days to reopen it and return it to our team. After 7 days, it becomes Closed.
Closed tickets
Closed tickets cannot receive messages. For an ongoing or new issue, open a new ticket and quote the earlier ticket number so our team can quickly see the history.
Satisfaction survey
After resolution, you may be asked to rate your experience from 1 to 5. Each person receives at most one survey in 14 days; ratings can be changed within 24 hours.
For response times, see Support response times.