Ticket statuses and automatic closing

What the statuses mean

• Open — your ticket is waiting for our team.
• In Progress — a team member is working on it.
• Answered — we replied and are waiting for you.
• Customer Reply — you replied, and the ticket is back with our team.
• Closed — the request is finished.

Automatic closing

When a ticket is Answered and the last reply is from our team, it closes automatically if you do not reply in time. The ticket shows a notice with the exact date and time — reply before then to keep it open.

When it closes, you receive a notification and an e-mail. A closed ticket cannot receive new replies: if you still need help, press Open a new ticket and mention the number of the old one.

Tips

• While a ticket is open, reply in the same ticket instead of opening a new one, so the whole history stays together.
• Our replies arrive in the ticket and by e-mail, so you will not miss them.
• How to write a ticket that gets solved quickly: Opening a support ticket.