Every support ticket passes through a series of statuses that reflect its current stage in the resolution process. Understanding what each status means helps you know what to expect and what actions you can take.
Status Reference
| Status | Who it applies to | What it means | Available actions (User) |
|---|---|---|---|
| Pending | User, Operator | The ticket has been submitted and is waiting to be picked up by an operator. No one has taken ownership yet. | Reply, Cancel |
| Open | User, Operator | An operator has taken ownership and is actively working on the issue. The SLA timer is running. | Reply, Cancel (if not yet touched) |
| Solved | User, Operator | The operator has resolved the issue and closed the ticket. You will receive a notification. | Reopen (within the reopen window), View |
| Refused | User, Operator | The request was rejected (e.g., out of policy, duplicate, spam). The operator may have left a comment explaining why. | View, Open new ticket |
| Draft | Operator only | An operator created the ticket internally before formally opening it. Not normally visible to the submitter until opened. | N/A |
Who Can Change the Status?
Only Operators can change the status of a ticket. As a user, your available actions are limited to replying to the conversation and (where permitted) reopening a closed ticket.
SLA and Priority
Each support queue has a configured Service Level Agreement (SLA) — a target resolution time. The ticket detail view displays whether your ticket is:
- On Track — within the expected resolution window.
- At Risk — approaching the SLA deadline.
- Breached — the target time has been exceeded.
Setting a higher Priority when submitting your ticket helps operators triage their workload, but it does not override the queue's SLA policy.
Notifications
You will receive a dashboard notification (and optionally an email, depending on the queue settings) whenever:
- An operator replies to your ticket.
- The status of your ticket changes.
- Your ticket is reassigned to a different queue.
