Understanding Ticket Statuses

## Ticket Status Guide Understanding the status of your support ticket helps you know where things stand and what to expect next. ### Status Definitions - **Open** \u2014 Your ticket has been submitted and is waiting to be assigned to an agent - **In Progress** \u2014 An agent is actively working on your issue - **Pending** \u2014 We need additional information from you. Please respond as soon as possible - **Resolved** \u2014 A solution has been provided. The ticket will auto-close after 72 hours - **Closed** \u2014 The ticket is complete and no further action is needed - **Reopened** \u2014 A previously resolved ticket has been reopened ### How to Check Your Status Log in to the portal and navigate to "My Tickets." Each ticket displays its current status with a color-coded indicator. ### Escalation If your issue is urgent and hasn't been addressed within the expected timeframe, you can escalate by adding a comment to your ticket requesting escalation, or contacting your account manager directly. > **Note:** Responding to a "Pending" ticket promptly helps us resolve your issue faster!