What do support request statuses mean?
Meaning of open, pending, answered, in development, and closed statuses and the automatic closing rule for requests.
Every support request has a status. The status shows who has the request and what the next step is.
situations
- ✓Open — the request has just been created and is awaiting review by our team
- ✓Pending — request processed, work in progress
- ✓Answered — our team has responded and we look forward to hearing back from you
- ✓In development — your request has been placed in a development queue and is being handled with the release effort
- ✓Closed — topic resolved or thread completed
automatic shutdown
Requests that are not responded to within 48 hours after our team responds are automatically closed. This prevents resolved issues from accumulating in the list.
Tip
Requests in development are not closed automatically. It will remain in this state until development is completed and you will be notified of its outcome.
If a closed issue occurs again
If a problem with a closed claim reoccurs, open a new claim and quote the old claim number. This way, we can quickly access past correspondence and avoid asking for the same information again.
Still need help?
Write to us from the Support Requests section in your panel. Including screenshots and the steps you followed will help us assist you faster.