At CloudWorks 360, we use a variety of support ticket statuses to efficiently manage and track the progress of your requests.
Understanding these statuses can help you stay informed about the current stage of your inquiry or issue. Whether your ticket is waiting for a response, actively being worked on, or has been resolved, each status provides clarity on what’s happening behind the scenes.
In this article, we’ll explain each of these statuses so you can easily follow the journey of your support ticket from submission to resolution.
Open
This status indicates that your support ticket has been successfully received by our system, but our team has not yet begun working on it. Rest assured, we’re aware of your request and will begin addressing it shortly.
Answered
Our support team has provided a response to your inquiry, and the ticket is now waiting for your feedback or further information. Please review the response and let us know if any additional assistance is needed.
Customer-Reply
We’ve received your latest reply, and the ticket is now back with our support team for further action. We’re on it and will update you as soon as possible.
On Hold
The ticket is temporarily on hold. This could be due to awaiting further information, resources, or other dependencies before we can proceed. We’ll resume work as soon as the hold is lifted.
In Progress
Our team is actively working on the tasks associated with your ticket. We’re currently executing the necessary steps to resolve your request or issue.
Investigating
We’re in the process of investigating the incident you’ve reported. Our team is looking into the details and gathering information to diagnose and resolve the issue.
Completed
The tasks or issues associated with your ticket have been completed. The ticket will remain open for 72 hours in case you have any follow-up questions or need further assistance. After this period, it will automatically close.
Closed
Your ticket has been fully resolved and closed. No further action is required, and the ticket cannot be reopened. If you need additional help, please open a new ticket.
Encrypted
This ticket contains encrypted information that is protected for your security. Upon resolving the ticket, all sensitive information will be automatically deleted to ensure your privacy.
