Ticket statuses and what they mean
A ticket in HelpDesk moves through the statuses New, Open, In Progress, Waiting, Resolved and Closed; the status shows whose turn it is and whether the SLA deadline is running.
Status overview
| Status | What it means | Whose turn | SLA |
|---|---|---|---|
| New | The ticket was created and the support team has not taken it yet | support team | running |
| Open | The support team has taken the ticket or replied to it | support team | running |
| In Progress | The solution is being actively worked on | support team | running |
| Waiting | The support team needs a reply or information from you | you | stopped |
| Resolved | The support team considers the request resolved | you (check) | finished |
| Closed | The ticket is closed | — | finished |
Some support teams also show the Escalated status — the ticket is handled by a higher support level or a specialist. If your team does not show it, you see an escalated ticket as In Progress.
Typical flow
New → Open or In Progress → (Waiting → In Progress) → Resolved → Closed
A resolved ticket closes automatically about 6 hours after it was resolved.
What you can do
| Situation | What to do |
|---|---|
| The ticket is Waiting | Reply in the ticket under Write a reply — the support team then continues |
| The ticket is Resolved but the problem persists | Reply in the ticket (or to the e-mail) — the ticket reopens; or click Reopen in the Actions panel |
| The ticket is Closed but the problem is back | Reopen — you cannot write in a closed ticket in the portal (an e-mail reply reopens it too) |
| The status does not change for a long time | Add a reply with further information to the ticket |
Your reply to a resolved ticket reopens it; a reply from the support team does not.
Priority
| Priority | When to choose it |
|---|---|
| Low | an ordinary question or request (default) |
| Medium | the problem limits your work but can be worked around |
| High | the problem seriously holds up your work |
| Critical | an outage that has stopped your work |
A higher priority means shorter SLA deadlines — see What an SLA is and what it means for your ticket. In lists, high priority is marked amber and critical red.