What is the meaning of the states my ticket is in

Modified on Thu, 27 Jun at 9:19 AM

The status of a ticket indicates its progress status. 

Each ticket entered by a user will be taken over by a specific agent for the purpose of providing the information needed to resolve the request. 

Additional information may be requested from the requester during processing. 

Closure of the ticket will take place with confirmation that the solution proposed by the agent is in line with the expectations of the submitter.

By accessing the portal it will be possible to view the following statuses:

Open ticket
This is the state a ticket is in at the time it is entered, before it is taken over by an agent

Ticket in Processing

The ticket has been taken over by an agent who has already provided an initial response
Awaiting your response
We are waiting to receive information from the requester to resolve the case
Ticket in Further Processing

Ticket is in process, but requires internal investigation to be resolved

ResolvedThe agent has proposed a response that he or she believes is resolved. By closing the ticket, the requester confirms the usefulness of the response
ClosedA ticket is closed when the agent's resolving response has been confirmed.
Resolved tickets are automatically closed by the system after a certain period of time and if the ticket has been waiting for feedback from the requester for more than a week.

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