Ticket Statuses and Their Meaning
24.02.2026 · 6× views
Every ticket goes through several statuses. Here is an overview of what each status means and how it affects the processing of your request.
Ticket Statuses
| Status | Meaning | SLA |
|---|---|---|
| New | Ticket has just been created, awaiting pickup by the support team | ⏱ Running |
| Open | Support team has reviewed the ticket and queued it for resolution | ⏱ Running |
| In Progress | Your request is being actively worked on | ⏱ Running |
| Waiting | Support team needs additional information from you | ⏸ Paused |
| Escalated | Issue has been forwarded to a higher level of support | ⏸ Paused |
| Resolved | Solution has been delivered, awaiting your confirmation | ✅ Completed |
| Closed | Case is definitively finished | ✅ Completed |
Typical Ticket Flow
New → In Progress → Resolved → Closed
If the support team needs more information, the ticket moves to Waiting status. After your response, it automatically returns to In Progress.
For more complex issues, the ticket may move to Escalated status — this means a more experienced specialist is looking into it.
What You Can Do
| Situation | Your action |
|---|---|
| Ticket is Resolved but the solution is not satisfactory | Add a comment — the ticket will reopen |
| Ticket is Closed but the problem persists | Add a comment — the ticket will reopen |
| Ticket is in Waiting status | Reply to the support team's question |
Priority
| Priority | Meaning | SLA timeframe |
|---|---|---|
| 🟢 Low | Standard request | Standard |
| 🔵 Medium | Important request, requires attention | Shortened |
| 🟠 High | Urgent matter affecting work | Short |
| 🔴 Critical | Critical outage, immediate response | Shortest |
Priority affects SLA — tickets with higher priority have shorter guaranteed response and resolution times.
Tip: If the status of your ticket hasn't changed for a while, add a comment — this will alert the support team to your request.
Was this article helpful?