Understanding Case Status

Below is the list of ticket Status values you will see in the support portal and a brief explanation to their meaning.

Open: Ticket has been opened with support. This status will typically indicate the ticket is being actively worked on by the support team. This may also be used for tickets you’ve asked us to keep open for an extended period of time, such as tickets that are scheduled to be completed on a certain date or ones that require further input from a third party.

Awaiting your reply: The support team has responded to the ticket and is awaiting on a reply from you.

Escalated to Engineering: Ticket has been escalated to one of our Engineering teams. The time to action on these items will vary, if this is a bug or feature request this is dependent on priority and there is no guarantee that all bugs and feature requests will get worked on.

Solved: This request has been resolved and is considered closed.