Every ticket you submit moves through a clear, predictable set of stages. Here's exactly what each status means, what our team is doing at that moment, and what - if anything - we need from you.
Status lifecycle
Your ticket has been received and is in the queue. Our team has been notified and will pick it up shortly. No action is needed from you at this stage - sit tight.
A member of our team has picked up your ticket and is actively working on it. Depending on complexity, this may involve investigation, coordination with other teams, or hands-on work in the system. You'll be notified if we need anything from you.
We've reached out because we need more information, a decision, or clarification from you before we can continue. Please check the ticket comments and respond as soon as you can - the sooner we hear back, the sooner we can move forward.
Work on this ticket has been temporarily paused because it's waiting on something outside the normal flow. That can be on our side - a third party, a scheduled maintenance window or a dependency from another team - or on yours, such as a business decision or an action from your internal IT team. The ticket comments will make clear what it's waiting on, and we'll update you as soon as it resumes.
Your request has been assessed and has been passed to our development team. The required change or fix is logged and queued. We will keep you updated as work progresses and a delivery timeline becomes available.
Our team has delivered a potential solution and is awaiting your confirmation that it works as expected. Please test and verify the fix in your environment and let us know the outcome - either by confirming it's resolved or by providing feedback if something isn't quite right.
The ticket has been formally closed. If the issue resurfaces, you can reference the original ticket number or submit a new request - our team will link them for full context and continuity.