The status on a ticket tells you who the ball is with. Misreading it is the reason people wait for a reply that is not coming.
Statuses
- Open — you have sent it and we have not replied yet. It is in our queue.
- Answered — we have replied. We are now waiting on you. This is the one that catches people out: an Answered ticket is not being worked on, because we believe the next action is yours. If our reply asked a question, nothing further happens until you answer it.
- Customer Reply — you have responded and it is back in our queue.
- In Progress — actively being worked on.
- On Hold — paused for a reason outside the immediate exchange: waiting on a third party, a registry, a scheduled window, or a decision from you that is not urgent.
- Closed — resolved, or inactive long enough that we assume it is. Closed tickets remain readable permanently.
The habit worth forming
Check whether your open tickets are sitting in Answered. If one has been there for days, we are waiting for you, not the other way round.
Priorities
Priority is a field you set when opening a ticket. Used honestly, it works well. Used to jump a queue, it stops carrying information.
- High — something that is down or actively causing loss right now. A site that is offline, mail that is not being delivered, a suspected security incident.
- Medium — degraded but working, or something with a real deadline. The default for most requests.
- Low — questions, planning, changes with no time pressure.
If everything is marked High, the field becomes noise and genuine emergencies are harder to spot — including yours.
Priority is not the whole picture
Tell us the impact in the body of the ticket as well: how many people are affected, whether customers can see it, and whether there is a deadline. That description is what actually drives handling, and it is more informative than any dropdown.
Reopening
Replying to a closed ticket generally reopens it. That is the right thing to do if the same problem returns, because the history travels with it. If the problem is different, open a new ticket instead, even if it is on the same service — mixed threads are harder for everyone to follow.
Where to see all of this
The Support section of the client area lists every ticket with its current status. Closed ones are included, which makes it a permanent record of what was changed on your systems and when. That record is more useful than most people expect, particularly when diagnosing something that started "a while ago".
