Common Statuses for Incidents and Requests

after you report an issue or submit a request, it will move through different statuses that show the progress of your case here’s how to interpret each status status overview open your ticket has been received, and our support team is reviewing the issue in progress our team is actively investigating the issue or working on a solution you will receive periodic updates depending on the complexity and severity of the incident pending the incident is temporarily on hold due to external dependencies or internal constraints you will be informed of the reason resolved the support team believes the issue has been fully addressed you will receive a notification to test the system or confirm resolution on your side if no further issues are reported, the case will be closed closed the incident has been resolved to your satisfaction or closed due to no further response if the issue persists, you can reopen the case by replying to the closed ticket or submitting a new one waiting on customer the support team is awaiting additional information from you before proceeding you will be notified of the specific details required to continue example “we need the error logs to proceed with the investigation ”