Ticket lifecycle

Every support ticket moves through five statuses. This page describes what each one means in practice and what you can expect at each step.

1. Open

You just created the ticket. It's in the support team's queue, waiting to be picked up.

You can still:

• Add follow-up messages to the thread.
• Edit the ticket subject if you realised your one-liner could be sharper.
• Cancel by replying that the issue resolved itself — the team will close it.

You can't change the priority — that's set at creation and triaged by the support team. If something becomes urgent after the fact, mention it in a reply.

2. Acknowledged

A support engineer has read the ticket and confirmed they've got it. The response SLA clock stops at this point.

What you'll see:

• The status changes to Acknowledged on the ticket page.
• You receive an email with the engineer's first reply (or an acknowledgement message if they're investigating).
• Sometimes follow-up questions; reply in the ticket to keep everything in one thread.

TIP

"Acknowledged" doesn't mean fixed — it means the team is aware and committed to working on it within the resolution SLA window for your plan.

3. In progress

Active work is happening. Usually:

• The engineer is reproducing the issue.
• A fix is being worked on (for bugs).
• A workaround is being prepared (for urgent issues that need an interim).
• Investigation continues on harder problems.

You may see multiple updates in the thread as the team narrows things down. Reply with any new context or signs you've noticed.

4. Resolved

The issue is fixed or the question is answered. The resolution SLA clock stops at this point.

The ticket lands with a Resolution block at the top of the page — a green callout explaining what was done. You receive an email with the same resolution text.

What to do next:

• Issue actually fixed? No action needed. The ticket closes automatically after a quiet period.
• Issue not actually fixed? Reply in the thread. The ticket re-opens to In progress and the team keeps working.

5. Closed

Final state. The ticket is done; the conversation is archived.

A closed ticket is still searchable in your ticket list under the Closed filter. You can read the full thread and the resolution at any time, but you can't add new messages — for a new issue (even on the same topic) you open a fresh ticket.

Status changes you can trigger

Customers can:

• Add follow-up messages at any status before Closed.
• Mark "this didn't fix it" by replying on a Resolved ticket — that re-opens it.

Customers cannot:

• Change the status directly (Open → In progress, for example).
• Re-open a Closed ticket — open a new one and reference the old one.

The status transitions are entirely driven by the support team, with one exception: a reply on a Resolved ticket bumps it back to In progress automatically.

What the support team sees

For transparency: the support team's view of your ticket is the same thread you see, plus internal notes that are hidden from you. Internal notes are for "I'm pulling in the platform engineer" or "let's check the logs before we reply" — administrative notes that don't need to be in the customer-facing thread.

You'll never see an internal note. The support team is careful to keep the customer-facing replies clear and complete; internal notes are scaffolding, not gaps.

Related

• Getting help — how to open a ticket.
• SLA by plan — response and resolution windows.
• FAQ — try here first for fast answers.