Every Support request generates a ticket number you can use to follow it from start to finish. Knowing how to read its status tells you whether the case is moving forward, waiting on something from you, or already resolved.
Steps
Find your ticket number
When you create the request, you receive a reference number by email. All case updates arrive in that same conversation, so keep it.
Check the current status
- Open: the case is in the queue and will be picked up by the team.
- In progress: someone is actively investigating your case.
- Awaiting your reply: Support needs information from you to continue — the case is on hold until you respond.
- Resolved: the case has a final answer or solution.
Respond to requests for information
If Support asks you for additional details, reply in the same thread as soon as possible: every day without a reply is a day the case doesn't move forward.
Confirm the resolution
When the ticket is marked as resolved, check on your end that the problem no longer occurs. If it persists, reply on the same ticket to reopen the case with the full context.
Response times vary depending on the complexity of the case and the team handling it; cases with complete information from the start move noticeably faster.