- Waiting for us — with the support team; you need do nothing.
- In progress — being worked on.
- Resolved — closed. Replying reopens it.
A resolved ticket says so plainly: “This ticket is marked resolved. Replying will reopen it.”
Who is expected to act
- Waiting for us — the support team. Nothing for you to do.
- In progress — being worked on; you may be asked something.
- Resolved — closed. Replying reopens it.
Keeping things moving
If we asked you a question, the ticket waits on your reply. Answering the same day is usually what decides whether something takes an hour or a week.