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View ticket status
In your request history, the status of tickets is displayed in the "Status" column.
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On a ticket, the status is displayed in the top right-hand corner:
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Status meaning
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Tickets follow a workflow Each ticket has a status, which indicates which phase of the workflow it is in. |
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You have made a customer support request.
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An agent has been assigned to process the ticket.
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A reply has been sent to you, and we look forward to hearing from you.
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The agent is waiting for a response from another internal department before finalizing the processing of the ticket. |
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A resolution has been made and the ticket is awaiting your acceptance of the resolution reason.
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You have confirmed acceptance of the problem resolution.
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How tickets are prioritized
As soon as a ticket is taken into account, our agents assign a priority to your request, indicating its importance and the associated SLAs, i.e. the handling and resolution times to which we are committed.
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